Manager, Technical Operations

At Penguin Solutions (Nasdaq: PENG) – The AI Factory Platform Company – we’re building a team of innovators who thrive on collaboration, creativity, and the opportunity to help shape the future of AI. As part of the AI technology revolution, our teams design, build, deploy, and manage AI factories for enterprises, sovereign AI initiatives, and neocloud providers worldwide.

Headquartered in Silicon Valley, California, Penguin Solutions operates globally through a network of R&D, manufacturing, and sales locations. For nearly three decades, we have operated at the intersection of memory and AI/HPC infrastructure. That engineering expertise positions us to power the next generation of AI workloads, from training to inference and agentic AI at scale.

Penguin Solutions brings together differentiated infrastructure software, advanced memory, compute systems, end-to-end services, and industry-leading partner solutions in a full-stack AI factory platform designed to help customers deploy and scale AI workloads with speed and precision.

At Penguin Solutions, we value ideas over hierarchy and believe in servant leadership, where leaders enable teams to do their best work. We empower employees to take ownership, drive innovation, and grow through challenging work, continuous learning, and exposure to advanced AI tools and technologies. With flexibility where it matters and a strong focus on outcomes, Penguin Solutions is a place to do your best work, grow your career, and make a meaningful impact.

Job Overview

The Technical Operations Manager will play a pivotal role in ensuring our clients' success by understanding their unique needs, aligning our services with their strategic business objectives, and continuously optimizing their technology and service experiences. The TOM will be responsible for managing the 24x7 Customer Support Phone Center and the Technical Data Center Break Fix team.  This role will deliver technical roadmaps to advance operational capabilities for our clients helping them achieve unparalleled uptime and performance.

This position will be onsite in Korea at the customers data center located at:

Responsibilities

• Efficiently run a 24x7 Customer Support Phone Center and Datacenter break fix team.
• Ensure customer satisfaction, measured by both qualitative and quantitative measures
• Conduct Monthly Operational Reviews / Quarterly Business Reviews
• Provide Technical Roadmap Development
• Achieve service level agreements (SLAs) and key performance indicators (KPIs) to meet or exceed client expectations
• Continuously monitor and assess the health of technical solutions, proactively identifying opportunities for improvement and growth
• Develop and maintain technical operational performance metrics and reports. Analyze data to make data-driven decisions and drive improvements
• Build and maintain strong, long-term relationships with clients, serving as their primary point of contact for all technical-related matters
• Drive technical updates, outages, incidents and technical requests, maintaining clear and effective communication
• Partner with other technical resources/Develop standards for the Services organization utilizing best practices
• Maintain a professional and friendly demeanor at all times
• Exhibit patience and empathy when dealing with challenging situations
• Record customer interactions and relevant information in our CRM system, ensuring incidents and outages are well documented

Qualifications

• BS IT Management, Computer Science or similar; or equivalent education and experience
• Experience managing a Customer Support Desk
• 4+ years of technical operations management
• 2+ years of project management
• 4+ years interfacing with customers, including executive-level interactions
• Experience working with hyperscalers, enterprise companies and/or federal and state government
• Technical industry experience
• Linux, Windows Server, scripting, python
• Jira / Bitbucket or similar experience
• Skilled at working with technical break/fix resources
• Experience influencing cross-functional teams
• Ability to align, motivate and lead a team including creating accountability
• Comfortable running presentations, both remote and onsite, with internal and external senior leaders and team members
• Be flexible and able to function in a high growth environment

Preferred Qualifications

• Experience mentoring developing team members
• Working knowledge of HPC/AI systems and components
• Working knowledge of Agile methodologies
• Experience with Contractor Support and oversight
• Financial skills (budget planning, invoice reconciliation, understanding of P&L)

Location

Onsite