Head Of Infrastructure Support (AI)

Location: Must be based in Singapore

Company

Nscale is a vertically integrated AI cloud provider delivering high-performance infrastructure, including GPU superclusters and orchestration, to AI-native companies and enterprises.

What you will do

• Own regional service outcomes, including SLA adherence, MTTR, and customer satisfaction for the APAC region.
• Manage the full lifecycle of the regional support team, including hiring, performance reviews, and professional development.
• Partner with global counterparts to establish consistent standards, processes, and follow-the-sun coverage models.
• Act as the senior escalation point for complex, high-impact incidents and lead post-incident reviews.
• Drive capacity modelling and headcount planning to support rapid regional growth.
• Maintain technical credibility by guiding complex troubleshooting on GPU infrastructure, Linux systems, and high-performance fabrics.

Requirements

• 5+ years of direct line management experience in an operational support environment with end-to-end performance management.
• 8+ years of technical experience in Linux systems engineering, GPU infrastructure, and high-performance networking.
• Proven expertise in HPC scheduling (Slurm), RDMA fabrics (InfiniBand/RoCE), and data centre operations.
• Strong understanding of ITIL-aligned incident, problem, and change management practices.
• Excellent written and verbal communication skills, capable of presenting to both engineers and executives.
• Must be based in Singapore with the ability to participate in regional on-call and travel as required.

Nice to have

• Deeper exposure to NCCL, NVLink, or AI-optimized storage platforms like VAST or Ceph.
• Experience with OpenStack or fleet-scale provisioning tools like MAAS or NetBox.
• Previous experience running multi-region or follow-the-sun support operations.
• Relevant certifications in ITIL, Linux, or cloud infrastructure.

Culture & Benefits

• Culture of relentless innovation, ownership, and accountability.
• Commitment to transparency, openness, and customer-centric focus.
• Fast-paced, collaborative environment with high standards for excellence.
• Focus on sustainability and responsible technology development.