Senior Manager, Service Operations & Enablement
Cerebras · Sunnyvale, CA
About this role
**Senior Manager, Service Operations & Enablement** Cerebras builds the world’s largest AI chip—56x larger than GPUs—enabling industry-leading training and inference speeds (10x faster than GPU-based hyperscale cloud inference). As Cerebras infrastructure expands across colocation facilities and customer on-prem environments, this role ensures deployments transition from technically complete to operationally ready. --- ## Mission Ensure every Cerebras deployment can successfully enter and remain in production by establishing operational readiness, enabling the people who operate it, and creating a repeatable O&M model across Cerebras-operated, partner-operated, and customer-operated environments. --- ## Responsibilities ### Operational Readiness - Define and maintain **Ready-for-Service** requirements. - Own the **operational acceptance** process between Build & Deploy and production operations. - Establish **Operational Readiness Reviews** for new clusters and major changes. - Ensure monitoring, alerting, runbooks, escalation, support, spares, maintenance, and operator-readiness requirements are met. - Identify readiness gaps and drive them to closure. - Measure **Technical Completion → Operational Acceptance** performance. - Analyze early-life production issues and improve readiness criteria. ### Build the On-Prem O&M Model - Define scalable O&M models for customer on-prem deployments. - Establish responsibilities for Cerebras-managed, jointly operated, and customer-operated environments. - Define **L1/L2/L3** operational boundaries and escalation paths. - Establish maintenance, support, service, and operating procedures. - Ensure each deployment has a clearly documented operational ownership model. - Develop mechanisms to increase customer operational independence where appropriate. ### Learning, Training & Certification - Build the training and competency framework for operators. - Develop training for Central Ops, SiteOps/DC Ops technicians, partners, and customer operators. - Create role-based curricula covering systems, cluster operation, monitoring, troubleshooting, maintenance, escalation, and recovery. - Establish operator qualification/certification standards. - Maintain competency matrices (what operators can perform). - Develop refresher training and requalification mechanisms. - Create practical drills and simulations for critical operational scenarios. ### Operational Knowledge - Establish operational knowledge-management standards and lifecycle management. - Own runbooks, SOPs, troubleshooting procedures, and operational playbooks. - Translate engineering knowledge into repeatable operational procedures. - Incorporate incident and reliability learnings into procedures and training. - Reduce dependence on tribal knowledge and individual experts. ### New DC Operational Due Diligence - Partner with Colocation/DC Contracts to evaluate operational suitability of prospective data centers. - Assess remote-hands capability, staffing/coverage, response SLAs, site access, receiving/logistics, spare-parts storage, escalation procedures, maintenance practices, incident response, serviceability, and operational support maturity. - Provide operational requirements/recommendations into the commercial contracting process. --- ## What Success Looks Like - A formal, repeatable **Ready-for-Service** process. - Clear differentiation between **Technical Completion** and **Operational Acceptance**. - Defined ownership, monitoring,
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