Role Summary <\/p>\n
\tAs the MLOps Operations Lead, you will own the day-to-day reliability, supportability, and operational maturity of CloudFactory’s MLOps service. You will lead a global support team responsible for monitoring, triaging, and resolving issues across production ML systems, while driving improvements in observability, incident management, and service delivery.
\n\tYou will work closely with Engineering, Platform Ops, and external partners to ensure AI\/ML solutions are not only functional, but stable, measurable, and trusted in production. This role is critical in transitioning MLOps from reactive support to a proactive, scalable service capability.<\/p>\n
Responsibilities: Service Ownership & Reliability <\/p>\n
\tOwn the operational performance of all production ML systems and pipelines
\n\tEnsure reliability, availability, and supportability across client and internal MLOps workloads
\n\tEstablish and enforce SLAs, SLOs, and operational standards
\n\tAct as the escalation point for major incidents and service degradation<\/p>\n
Team Leadership & Delivery <\/p>\n
\tLead a global MLOps Support team (L1\/L2) across regions (Colombia, Kenya, Nepal)
\n\tDefine shift patterns, on-call rotations, and coverage models
\n\tSet clear expectations, performance metrics, and development plans
\n\tFoster a strong operational culture focused on accountability and continuous improvement<\/p>\n
Incident Management & RCA <\/p>\n
\tOwn incident response processes, including triage, communication, and resolution
\n\tEnsure high-quality Root Cause Analysis (RCA) and follow-through on corrective actions
\n\tDrive reduction in repeat incidents through structured problem management
\n\tImprove time to detect (TTD) and time to resolve (TTR) metrics<\/p>\n
Monitoring, Observability & MLOps Maturity <\/p>\n
Drive implementation and evolution of monitoring across:<\/p>\n
\tpipelines and data flows
\n\tinfrastructure and compute
\n\tmodel performance and drift
\n\tEnsure visibility extends beyond system health to model accuracy, bias, and data integrity
\n\tPartner with Engineering to improve instrumentation, logging, and alerting<\/p>\n
Support Model & Process Design <\/p>\n
\tDefine and evolve the MLOps support operating model
\n\tClearly establish boundaries between Support, Engineering, and external partners
\n\tBuild and maintain runbooks, playbooks, and escalation paths
\n\tStandardize intake, triage, and resolution workflows (e.g. Slack, ticketing systems)<\/p>\n
Stakeholder & Partner Management <\/p>\n
Act as the primary operational interface for:<\/p>\n
\tEngineering teams
\n\tPlatform Operations
\n\tExternal partners
\n\tReduce reliance on individuals by formalizing ownership and knowledge sharing
\n\tProvide clear communication during incidents and service updates<\/p>\n
Continuous Improvement & Scaling <\/p>\n
\tIdentify trends in incidents and operational inefficiencies<\/p>\n
Drive improvements in:<\/p>\n
\tautomation
\n\talert quality
\n\tself-healing capabilities
\n\tSupport onboarding of new MLOps projects into a standardized support model
\n\tContribute to building MLOps as a scalable, repeatable service offering<\/p>\n
Reporting & Service Health <\/p>\n
Define and track key operational metrics:<\/p>\n
\tincident volume and severity
\n\tSLA adherence
\n\tsystem uptime and reliability
\n\tSupport regular service reviews and model health reporting
\n\tProvide leadership visibility into risks, trends, and improvement areas<\/p>\n
Requirements Must Have skills (required) <\/p>\n
\tProven experience in operations leadership, SRE, DevOps, or platform support environments
\n\tStrong understanding of production support models, incident management, and escalation frameworks
\n\tExperience leading or mentoring technical support or operations teams<\/p>\n
Working knowledge of ML systems in production, including:<\/p>\n
\tpipelines and batch processing
\n\tmodel lifecycle and deployment
\n\tcommon failure modes
\n\tStrong analytical and troubleshooting skills in complex environments
\n\tExperience with monitoring and observability tools<\/p>\n
Proficiency in:<\/p>\n
\tSQL
\n\tPython or scripting (Bash)
\n\tAbility to operate in a high-pressure, incident-driven environment while maintaining structure and clarity
\n\tStrong stakeholder management and communication skills<\/p>\n
Nice To Have Skills (Preferred) <\/p>\n
\tExperience supporting AI\/ML platforms at scale<\/p>\n
Familiarity with tools such as:<\/p>\n
\tDatabricks
\n\tMLflow
\n\tGrafana
\n\tPower BI
\n\tNew Relic
\n\tExposure to model monitoring (drift, bias, performance validation)
\n\tExperience working with external partners or vendors in delivery models
\n\tUnderstanding of cloud platforms (AWS, GCP, Azure)
\n\tExperience with containerized environments (Docker \/ Kubernetes)
\n\tBackground in building or scaling support functions from early-stage to maturity<\/p>\n
General Requirements <\/p>\n
\tStrong service ownership mindset \u2014 takes accountability for outcomes, not just activity
\n\tCalm, structured, and decisive during incidents
\n\tAbility to balance operational delivery with strategic improvement
\n\tPassion for building reliable, trustworthy AI\/ML systems
\n\tHighly collaborative across Engineering, Platform, and Delivery teams
\n\tFocus on reducing risk related to:<\/p>\n
modeil performance<\/p>\n
\tbias
\n\tdata integrity
\n\tCommitment to documentation, knowledge sharing, and eliminating single points of failure<\/p>\n
Apply Through:<\/p>\n
www.linkedin.com<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/www.linkedin.com","_company_name":"CloudFactory","_company_website":"https:\/\/www.cloudfactory.com\/","_company_tagline":"CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We\u2019re also on a mission to create meaningful work for as many people as possible.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[693,720,719,700],"job-types":[687],"class_list":{"0":"post-96282","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/96282","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=96282"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=96282"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=96282"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=96282"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}