Role Overview

The On-Site Engineer (OSE) serves as the embedded technical lead responsible for the day-to-day administration, support, and optimization of the customer’s HPC infrastructure environment, including compute, GPU, storage, and cluster management platforms.

The OSE ensures operational stability, performance, and SLA adherence while acting as the primary technical liaison between the customer and MBUZZ.

Key Responsibilities

1. Infrastructure Administration

• Manage compute nodes, GPU systems, storage platforms, and cluster software.

• Perform installations, upgrades, configurations, and patch management.

• Monitor system health, performance, and capacity utilization.

2. Incident & Problem Management

• Respond to and resolve infrastructure incidents.

• Perform root cause analysis and coordinate vendor escalations.

• Maintain accurate ticket updates and communication with stakeholders.

3. Hardware & Asset Lifecycle Management

• Support installation, RMA coordination, and redeployment of equipment.

• Ensure firmware consistency and hardware health validation.

• Maintain accurate asset inventory records.

4. Customer Collaboration

• Participate in operational and review meetings.

• Provide technical guidance and risk advisories.

• Deliver knowledge transfer sessions as required.

5. Reporting & Governance

• Generate periodic status reports.

• Support SLA performance tracking.

• Highlight risks, capacity trends, and optimization opportunities.
  

• Participate in all account plan meetings
  

• Participate in all requested customer team meetings
  

• Participate in all SLA quarterly review report gathering needs (only select customers have this requirement)
  

• Prepare/ship any devices for repair, following the customers RMA process
  

• Prepare/ship as requested any devices being redeployed from the storage space at customer location - especially on an emergency basis
  

• Project Planning/Management
  

• Provide appropriate notice for PTO.
  

• Regularly check customer provided and MBUZZ email.
  

• Regularly check/update customer provided voicemail box
  

• Return all calls on same day received.
  

• Special Project coordination
  

• Troubleshoot to resolution all product issues
  

• Verification of health and maintenance regimens
  

• Verify updates to customer asset inventory system on MBUZZ supplied equipment
  

• Weekly MBUZZ Status report generation
  

Performance Expectations

The OSE is expected to:

• Operate with full ownership and accountability.

• Maintain high availability and performance standards.

• Proactively prevent infrastructure disruptions.

• Act as a trusted technical advisor within the customer environment.