Era4
Technical Operations Manager - AI
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Technical Operations Manager - AI
About Era4 Era4 develops, owns, and operates AI infrastructure across the UK, powered by renewable energy. By repurposing legacy industrial and energy sites, the company merges brownfield regeneration with scalable, efficient, enterprise-grade compute for sectors including healthcare, research, finance, the public sector, and beyond.
Technical Operations Manager
You’ll lead the null day-one operations of a groundbreaking greenfield Technical Operations Centre, blending Client Support, SRE/AIOps, and Automation while shaping the function’s long-term success.
Why this role is impactful:
- Build and own a mission-critical, customer-centric Operations Centre from the ground up.
- Drive SLO/SLA compliance, incident resolution strategies, and escalation pathways.
- Shape Era4’s operational culture and systems as a foundational leader with early executive alignment.
- Work with sovereign AI/HPC infrastructure and a team that directly drives national infrastructure solutions.
Key Responsibilities
Operations Leadership
- Incident & Change Management:
- Lead end-to-end operations—incident, change, and problem management—ensuring 24x7 SLA performance.
- Be the primary escalation point for P1/P2 incidents, coordinating resolutions across SRE, Service Desk, DevOps, and vendors.
- Own a continuous improvement pipeline (postmortems → updated runbooks/SOP processes).
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Performance & Reporting:
- Conduct weekly/monthly operations reviews and compile management-ready reports (e.g., MTTR, SLA adherence, error-budget trends).
- Manage on-call schedules, handoffs, and escalation trackers for the Operations Centre.
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Change Governance:
- Oversee the Change Advisory Board (CAB)—assessing risks, scheduling changes, and enforcing clear communication.
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Service Desk Leadership:
- Line-manager for Service Desk, streamlining ticket triage, SLAs, first-contact resolution, and customer communication standards (with ITSM alignment, e.g., ITIL-framework).
SRE & AIOps Strategy
- Specify and enforce an SLO/error-budget framework, advocating prioritisation based on burn-rate analytics and escalating automation gaps.
- Align engineering backlog with customer risk reduction, compliance milestones, and X/KRIs vs. "engineering preference".
- Build and refine third-party integrations (servicedirection, system architecture).
Requirements & Skills
Must Have:
- Proven direct customer management skills (handling Tech Tickets → Leadership Reviews).
- 3+ years in leadership roles for infrastructure ops, HPC, SRE, or managed services, across at least two of:
- NOC/Incident Operations
- Service management (ITSM/SLA)
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Observability fluency (Grafana, Prometheus, JSON alerts) with hands-on experience interrogating telemetry, influencing vendors/technical teams.
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SLO/SLA expertise: Design, implement, and drive contractual and internal targets.
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Deep knowledge in Linux, Containers, GPU/HPC stacks (e.g., NVIDIA-sensitive workloads).
Nice (Not Necessary) to Have:
- Hands-on with GPU telemetry (DGX, DGX-ready tools) or AI/HPC environments.
- Automated integration experience (e.g., ServiceNow → event correlation, ITIL-based incident/change-chains).
- GitOps/GitLab, Terraform, Ansible/AWX, Python/PromQL/Bash scripts.
- Enterprise-facing incident management tools (e.g., FreshService) or self-healing runbooks.
- Experience in data centers, colocation, sovereign/private cloud (or high-sensitivity compute).
Why Join Era4
- Mission-driven organisation—your operational excellence directly fuels UK AI infrastructure growth.
- High-trust autonomy: Shape controls eget strategic advice; align with growth-stage leadership while owning cross-functional impact.
- Building the future: Define scaling thesis and systems for a next-generation company.
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