Security Operations Manager
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About this role
About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
Position summary:
End-to-end technical and delivery owner of the AI Fabrik engagement and PulseAI Managed Services: target operating model across security, network and PulseAI platform operations, SLA and availability governance, the named Service Delivery Manager function for Premium customers (monthly operational reviews, quarterly business reviews), architecture and observability evolution, delivery governance, and the customer executive interface.
Key Roles & Responsibilities:
- Own the PulseAI Managed Services operating model: tier-based delivery (Essential / Standard / Premium), follow-the-sun coverage for customer business hours, the L1/L2/L3 escalation structure, the authority matrix, and the interlock with Gruve PulseAI product engineering.
- Own SLA governance: availability of the Covered Platform (99% / 99.5% / 99.9%), acknowledgement and restoration performance, vendor-case timeliness, restoration-clock pauses and Excluded Events, service-credit exposure and the chronic-failure position; ensure Gruve monitoring remains the defensible system of record.
- Serve as named Service Delivery Manager for Premium customers: monthly SLA reports, monthly operational reviews, quarterly business reviews, authorised-contact management and executive escalation.
- Govern onboarding: Ready-for-Install gate, 14-day onboarding to a served endpoint, environment validation checklist, service commencement and the SLA appendix per customer.
- Own the target operating model for security and network operations: log architecture, ingestion roadmap, observability strategy (Grafana, metrics, logs, alerting) and the log-reduction strategy; own GPU-cluster serviceability and capacity governance and the OpenShift lifecycle roadmap with customer engineering.
- Govern the delivery organisation: staffing, succession, capability (Red Hat, Kubernetes, NVIDIA, security certifications) and quality management.
- Own executive reporting: risk register, continuous-improvement roadmap, license and effort-vs-scope metrics, and expansion opportunities (tenancy-administration add-on, third-party platform variant).
- Champion AI and automation in operations (agentic triage, auto-enrichment) aligned to Gruve's AI-SOC practice; serve as final technical escalation; accountable for audit support (ISO 27001 / ISO 42001 / SOC 2 evidence from operations) and the engagement's security posture.
Mandatory Qualifications:
- BE/BTech (CS/IT/E&TC) or equivalent.
- 13–18 years spanning security operations, network/data-center infrastructure and service-delivery leadership.
- Prior principal/architect role in managed services with platform-architecture ownership (SIEM/SOC).
- Platform operations leadership on Kubernetes/OpenShift-based infrastructure — ideally AI/GPU clusters — covering serviceability, observability, lifecycle management and vendor management (Red Hat, NVIDIA, OEMs).
- Demonstrated ownership of contractual SLAs with service credits, availability commitments and customer-facing service reviews / QBRs.
- Executive-level communication and negotiation; comfort operating with US-Pacific overlap and follow-the-sun delivery.
- Demonstrated delivery governance of 12+ member 24×7 teams.
Preferred Qualifications:
- SABSA/TOGAF; CISSP or CISM; ITIL Expert.
- MSSP delivery-lead or P&L exposure; applied AI/ML in security operations.
- Prior accountability for AI/HPC or GPU-cluster operations at scale, including GPU-platform performance and availability reporting to customers and a fabric-optimisation roadmap.
- Direct experience with US enterprise customers and regulated sectors (HIPAA / GDPR data-handling commitments
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.
Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.
Company
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