MLOps Support Team Lead

About the role

The MLOps Support Team Lead owns the day‑to‑day reliability, supportability, and operational maturity of CloudFactory’s MLOps service. This role leads a global L1/L2 support team, works closely with Engineering and Platform Ops, and ensures AI/ML solutions are stable, measurable, and trusted in production.

Key responsibilities

• Own operational performance of all production ML systems and pipelines, establishing SLAs, SLOs, and standards.
• Lead a global support team across regions, defining shift patterns, on‑call rotations, and performance metrics.
• Manage incident response, communication, and resolution, delivering high‑quality root‑cause analyses and corrective actions.
• Drive implementation and evolution of monitoring, observability, and maturity across pipelines, infrastructure, compute, and model performance.

Required profile

• Proven experience leading technical support teams in a global, multi‑region environment.
• Strong background with production‑grade ML systems, pipelines, and data flows.
• Ability to define and enforce operational standards, SLAs, and SLOs.
• Excellent incident management and problem‑solving skills, with a focus on continuous improvement.

Required skills

• MLOps
• ML pipelines
• Monitoring
• Observability
• Incident management
• Root cause analysis