Mirantis · 1 day ago
Technical Service Delivery Manager
Austin, TX
Full-time
Hybrid
Senior Level
5+ years expMirantis is an open cloud company that empowers organizations to achieve digital self-determination through intelligent automation and cloud-native expertise. The Technical Service Delivery Manager is a customer-facing leader who ensures world-class support delivery and operational alignment, serving as the primary technical authority for customer environments and guiding them in maximizing the value of Mirantis technologies.
Artificial Intelligence (AI)Cloud ComputingDevOpsEnterprise SoftwareIaaSIT InfrastructureOpen Source
Responsibilities
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
Prevent repeat incidents through structured RCA and strategic improvements
Conduct recurring platform health reviews and risk assessments
Drive modernization initiatives and adoption of MKE, MCR, k0rdent, and related Mirantis technologies
Partner closely with Customer Success Managers on retention, renewals, and expansion opportunities
Qualification
Required
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
OpenStack Architecture Literacy: Understanding Nova, Neutron, Cinder, Glance, Keystone and common failure patterns such as DHCP or metadata failures, RabbitMQ quorum issues, and Ceph latency impacting Nova
Cloud Control Plane & HA Concepts: Awareness of Galera clustering, HA control plane behavior, how outages manifest for customers, and sound judgment on triage and escalation
MOSK Awareness: Understanding Mirantis OpenStack for Kubernetes (MOSK) release cycles, containerized services, StackLight monitoring, and the differences between platform upgrades, host OS lifecycle, and kernel upgrades, including EOL risk
Ceph & Storage Fundamentals: High-level understanding of Ceph as block storage, how storage latency affects VM performance, and what OSD flapping, health warnings, or degraded clusters indicate
Neutron Networking Basics: Familiarity with provider versus tenant networks, floating versus internal IPs, and typical causes of east/west traffic failures, metadata issues, and DHCP problems
Incident Management Excellence: Ability to lead outage calls, structure communication, distinguish root cause from contributing factors, and drive follow-through to full resolution
Escalation Ownership: Skill in routing issues to the correct teams (OpenStack, Ceph/storage, networking, hardware, infrastructure) and maintaining accountability
Customer & Executive Communication: Ability to clearly explain what the issue is, why it matters, the risks, and next steps, maintaining trust and confidence
Lifecycle & Capacity Planning: Awareness of when customers are approaching software end-of-life, resource exhaustion, host overcommit, or aging hardware risk, and ability to recommend remediation
Preferred
Experience running Kubernetes on top of OpenStack
Exposure to CI/CD, infrastructure-as-code, and observability tooling
Awareness of GPU and AI/ML workloads and their infrastructure requirements
Certifications such as CKA, CKAD, CKS, OpenStack certifications, Docker, Linux Foundation, or cloud provider certifications
Benefits
Receive a competitive compensation package with strong benefits plan
Company
Mirantis
Mirantis delivers the fastest path to enterprise AI at scale, with full-stack AI infrastructure technology that streamlines operations.
501-1000 employees
H1B Sponsorship
Mirantis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (4)
2023 (8)
2022 (6)
2021 (7)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
$240MKey Investors
Horizon Technology FinanceIntel CapitalInsight Partners
2023-10-10Debt Financing· $20M
2017-11-15Secondary Market
2015-08-23Series B· $100M
Leadership Team
Shaun O'Meara
Chief Technology Officer
Oleg Goldman
SVP of Operations
Recent News
2025-12-22
Company data provided by crunchbase