Technical Service Delivery Manager
Mirantis
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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About the role
- Serve as the primary technical authority for customer environments across Kubernetes, OpenStack, Linux, networking, storage, and security.
- Provide L2-level troubleshooting and technical guidance across compute, control plane, networking, and storage layers.
- Diagnose complex failures across OpenStack and Kubernetes components.
- Guide customers through upgrades, lifecycle management, capacity planning, and architecture best practices.
- Ensure customer issues are resolved within defined SLAs with minimal business impact.
- Maintain greater than 95% CSAT across assigned accounts.
- Conduct proactive platform reviews and drive root cause elimination for recurring issues.
- Lead P1/P0 escalations, war rooms, and cross-functional incident response.
- Provide clear, timely updates to customers and internal stakeholders throughout the incident lifecycle.
- Conduct recurring platform health reviews and risk assessments.
- Drive modernization initiatives and adoption of MKE, MCR, k0rdent, and related Mirantis technologies.
Requirements
- 5+ years in technical support, service delivery, DevOps, SRE, or similar customer-facing infrastructure roles.
- Hands-on experience with Kubernetes and OpenStack in production environments.
- Understanding of Nova, Neutron, Cinder, Keystone, Glance, Ceph, iSCSI, NFS, VLAN/VXLAN, and SDN concepts.
- Strong Linux administration and distributed systems troubleshooting skills.
- Proven experience managing high-severity escalations and communicating with executives.
- Willingness to travel up to 30% and participate in an on-call rotation.
- Experience running Kubernetes on top of OpenStack (preferred).
- Exposure to CI/CD, infrastructure-as-code, and observability tooling (preferred).
- Awareness of GPU and AI/ML workloads and their infrastructure requirements (preferred).
- Certifications such as CKA, CKAD, CKS, OpenStack certifications, Docker, Linux Foundation, or cloud provider certifications (preferred).
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
KubernetesOpenStackLinuxnetworkingstoragetroubleshootingcapacity planningarchitecture best practicesCI/CDinfrastructure-as-code
Soft Skills
technical guidancecustomer communicationincident responseproblem-solvingleadershipstakeholder managementproactive reviewsrisk assessmentescalation managementcustomer satisfaction
Certifications
CKACKADCKSOpenStack certificationsDockerLinux Foundationcloud provider certifications