Infrastructure Support Engineer - OpenStack

.About The Role

We are seeking an Infrastructure Support Engineer (L2) with a passion for cloud infrastructure and open-source platforms to join our expanding System Engineering function. This role is pivotal in establishing our follow-the-sun operational model, providing critical coverage for live services during regional operational windows.

As an L2 Engineer, you will be the front-line shield for our production environments. You will ensure platform stability, mitigate incidents, and collaborate with both incoming US Senior Engineers and our EMEA-based strategic development teams. This position offers a distinct, accelerated progression plan designed to transition you into a Senior Systems Architect over time.

What You’ll Be Doing (Responsibilities)

• Live Service Operations: Monitor, triage, and resolve complex L2 incidents across our Unix/Linux and OpenStack cloud environments to safeguard customer SLAs.
• Platform Support: Provide hands-on operational support and maintenance across compute, networking, and virtualization layers, specifically focusing on OpenStack Neutron (SDN) and OpenStack Ironic (bare-metal provisioning).
• Follow-the-Sun Coverage: Operate effectively within a rotating shift framework to maintain seamless system reliability during non-EMEA hours, paving the way for future APAC systems onboarding.
• Knowledge Management: Convert real-time troubleshooting insights into structural capital by creating, refining, and updating standard operating procedures (SOPs) and technical runbooks.
• Cross-Functional Collaboration: Partner with incoming US-based Senior Engineers and handle structured escalations to EMEA core tooling developers when deep code mutations are required.

About You (Requirements)

• Linux/Unix Systems Administration: Proven commercial experience managing and troubleshooting Linux-based infrastructure at scale.
• OpenStack Core Competency: Hands-on experience working with or maintaining OpenStack ecosystems in production or large-scale staging environments.
• Virtualisation Insights: Practical exposure to hypervisors and virtualization technologies (e.g., KVM, Proxmox).
• Analytical Triage Mindset: A methodical, right-first-time approach to incident investigation, performance bottlenecks, and root-cause analysis.
• Communication & Documentation: Excellent English communication skills, with a proactive approach to technical writing and knowledge sharing.

Nice to Have

• Exposure to cloud-native technologies and container orchestration (Kubernetes).
• Familiarity with infrastructure automation tooling (Ansible, Terraform, Python/Bash scripting).

What We Can Offer You

• Highly competitive package (base + equity) with reviews every 12 months.
• Human-First Flexibility: We trust Nscalers to deliver, giving you the autonomy to shape your day around life's moments.
• A dynamic progression plan tailored specifically to your ambitions, with explicit mentorship towards Senior Engineering paths.

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