Infra Support Engineer GMI Global Infrastructure TeamPreferred Location Taiwan MalaysiaResponsibilities Provide first and secondline technical support to customers for AI Infrastructure including GPUCPU nodes networking storage orchestration and platform services Support is delivered via ticketing systems emails Slack or other messaging platforms Support GPU cluster delivery including system provisioning image deployment network validation BIOSfirmware updates and GPU driverruntime installation Monitor system health and servicelevel indicators using alerts and dashboards respond to alerts 24x7 as scheduled Triage incidents by gathering context verifying scope and impact and following standard operating procedures and runbooks to perform immediate mitigations Escalate incidents to global SRE engineers with clear concise incident notes and relevant logstraces Maintain incident logs update status pages and communicate timely updates to stakeholders during incidents Perform routine operational tasks such as log checks health checks capacity checks and simple automated fixes Participate in postmortems and contribute actionable followups to reduce recurrence of incidents Help maintain and improve standard operating procedures SOP run periodic runbook validation and document new procedures Work collaboratively with developers and SRE teams to improve system reliabilityQualifications Bachelors degree in Computer Science or a related field Over 2 years of experience in IT operations server administration SRE DevOps or technical support Handson Linux experience including shell kernel and log management Basic networking knowledge including TCPIP DNS HTTP and VLANs Familiarity with monitoring alerting and logging tools such as Prometheus Grafana and AlertManager Experience with Nvidia GPU infrastructure and Kubernetes Comfortable collecting diagnostics reading logs and interpreting traces Strong troubleshooting mindset and ability to follow runbooks under pressure Excellent written and verbal communication skills for customerfacing incident handling Willingness to work shifts and participate in oncall rotations Bilingual in English and Chinese
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