The Service Delivery Manager (SDM) is a deeply technical, customer-facing leader responsible for ensuring world-class support delivery, operational alignment, and proactive technical guidance across Mirantis’ enterprise customer base. This hybrid role combines the technical depth of a Level 2 Support Engineer, the relationship skills of a Customer Success Manager or Account Executive, and the ownership mindset of a Technical Lead responsible for the customer’s full Mirantis platform stack. The SDM serves as the primary operational and technical owner for assigned accounts—leading escalations, guiding platform operations, and ensuring customers achieve maximum value from Mirantis technologies including Mirantis Kubernetes Engine(MKE), Mirantis Container Runtime (MCR), k0rdent, Lens, and OpenStack.

Key Responsibilities:

Technical Ownership & Support Leadersh

• ipServe as the primary technical authority for customer environments across Kubernetes, OpenStack, Linux, networking, storage, and securit
• y.Provide L2-level troubleshooting and technical guidance across compute, control plane, networking, and storage layer
• s.Diagnose complex failures across OpenStack and Kubernetes component
• s.Guide customers through upgrades, lifecycle management, capacity planning, and architecture best practice

s.Excellence in Support Delive

• ryEnsure customer issues are resolved within defined SLAs with minimal business impac
• t.Maintain greater than 95% CSAT across assigned account
• s.Conduct proactive platform reviews and drive root cause elimination for recurring issue

s.Escalation Manageme

• ntLead P1/P0 escalations, war rooms, and cross-functional incident respons
• e.Provide clear, timely updates to customers and internal stakeholders throughout the incident lifecycl
• e.Prevent repeat incidents through structured RCA and strategic improvement

s.Account Health & Adopti

• onConduct recurring platform health reviews and risk assessment
• s.Drive modernization initiatives and adoption of MKE, MCR, k0rdent, and related Mirantis technologie
• s.Partner closely with Customer Success Managers on retention, renewals, and expansion opportunities.

Must-Have Technical Literacy (Required)

• 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 N
• ova.Cloud Control Plane & HA Concepts: Awareness of Galera clustering, HA control plane behavior, how outages manifest for customers, and sound judgment on triage and escalat
• ion.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 r
• isk.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 indic
• ate.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 probl
• ems.Incident Management Excellence: Ability to lead outage calls, structure communication, distinguish root cause from contributing factors, and drive follow-through to full resolut
• ion.Escalation Ownership: Skill in routing issues to the correct teams (OpenStack, Ceph/storage, networking, hardware, infrastructure) and maintaining accountabil
• ity.Customer & Executive Communication: Ability to clearly explain what the issue is, why it matters, the risks, and next steps, maintaining trust and confide
• nce.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.

Nice-to-Have Knowledge (Preferred)

• Kubernetes Literacy: Understanding that many customers run Kubernetes on top of OpenStack, with basic familiarity with CSI, CNI, nodes, and pods to understand cross-platform depende
• ncies.Performance Concepts: High-level awareness of CPU pinning, hugepages, and NUMA topology, sufficient to contextualize engineering recommenda
• tions.Broader Infrastructure Context: Familiarity with Octavia (load balancers), Designate (DNS), high availability patterns, and multi-region or FedRAMP-style constraints for regulated cust
• omers.Monitoring Awareness: Basic knowledge of StackLight dashboards and common alerts such as Ceph health issues, API failures, and RabbitMQ quorum problems to help interpret severity.

Qualifications:

• Required5+ years in technical support, service delivery, DevOps, SRE, or similar customer-facing infrastructur
• e roles.Hands-on experience with Kubernetes and OpenStack in production envir
• onments.Understanding of Nova, Neutron, Cinder, Keystone, Glance, Ceph, iSCSI, NFS, VLAN/VXLAN, and SDN c
• oncepts.Strong Linux administration and distributed systems troubleshooting
• skills.Proven experience managing high-severity escalations and communicating with exe
• cutives.Willingness to travel up to 30% and participate in an on-call r

otation.Preferred Qualifi

• cations:Experience running Kubernetes on top of Op
• enStack.Exposure to CI/CD, infrastructure-as-code, and observability
• tooling.Awareness of GPU and AI/ML workloads and their infrastructure requi
• rements.Certifications such as CKA, CKAD, CKS, OpenStack certifications, Docker, Linux Foundation, or cloud provider certifi

cations.Success

• MetricsSLA performance and reduction in major incidents and esca
• lations.Customer satisfaction scores (CSAT > 95%) and positive customer se
• ntiment.Increased adoption and effective use of Mirantis platforms across assigned a
• ccounts.Reduction in repeat issues through proactive architecture and process improvements.

Additional Information

What does Mirantis

• offer you?Work with an established Silicon Valley leader in the cloud infrastructure
• industry.Work with exceptionally passionate, talented and engaging colleagues, helping Fortune 500 and Global 2000 customers implement next-generation cloud tec
• hnologies.Be a part of cutting-edge, open-source i
• nnovation.Thrive in the high-energy environment of a young company where openness, collaboration, risk-taking, and continuous growth a
• re valued.Receive a competitive compensation package with strong ben

efits plan