Global Data Center Repairs Lead: SLA & RMA

EngineersOfAI; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Anthropic is seeking a Repairs Lead for the Data Center Infrastructure team to define and manage the end-to-end hardware repair program across our data center fleet, covering server, GPU/accelerator, network, and optics break-fix, RMA and reverse logistics with OEMs.

You will own repair SLAs, drive standardization across sites, manage spare pools, and turn failure trends into engineering fixes while influencing vendors and site operations.

Qualifications

• 8+ years of experience in data center operations as a manager, technical lead or related role.
• Proven track record running break-fix programs at a large scale across multiple sites.
• Managed vendors, OEMs, or contract workforces to measurable outcomes: SLAs, operational reviews, and corrective action.
• Hands-on technical depth in server, network, and rack-level hardware to verify repair quality.
• Built or substantially improved operational processes.
• Comfortable working with ticket, telemetry, and inventory data to drive decisions.
• Bachelor's degree in relevant domain or equivalent practical experience.

Responsibilities

• Define the global repair strategy including repair SLAs, prioritization rules, escalation paths, and reporting methods, and drive standardization across all sites.
• Own repair turnaround time and repair backlog across the fleet evidenced by ownership of ticket and telemetry dashboards.
• Author and improve procedures for triage, break-fix, return-to-service validation, and train site operations partners.
• Manage RMA and reverse logistics programs with OEMs, ODMs, and depot repair vendors, including warranty claims and failure analysis feedback.
• Set spares pool sizing and stocking levels by site and part with supply chain and asset management.
• Analyze failure patterns across sites to identify root causes and drive corrective actions with hardware engineering.
• Lead operating cadence with vendor and site leads, including weekly repair reviews, scorecards, and business reviews.
• Communicate repair constraints, risks, and fleet availability impact to engineering and leadership.

Skills

Data center ops

Vendor management

Break-fix programs

Operational processes

Telemetry data analysis

Server hardware

SLA management

Education

Bachelor's degree or equivalent

Job description

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

As a Repairs Lead within the Data Center Infrastructure organization, you will define and manage the end-to-end hardware repair program across Anthropic's growing fleet of data centers. You will be accountable for repair turnaround time and the compute returned to service across every site, covering server, GPU/accelerator, network, and optics break-fix, RMA and reverse logistics with OEMs and ODMs, and the spares and repair inventory that keeps repair SLAs achievable. As a subject matter expert in hardware operations, you will develop scalable repair processes and quality targets, set the standards that site operations partners and repair vendors execute against, and turn failure trends into fixes which are driven upstream with engineering and equipment partners. If you are experienced in at-scale datacenter hardware operations, are passionate about HPC data centers, & enjoy working in complex, fast-paced environments, we welcome you to apply.

Responsibilities Include:

• Define the global repair strategy including repair SLAs, prioritization rules, escalation paths, and reporting methods, and drive standardization across all sites.

• Own repair turnaround time and repair backlog across the fleet evidenced by Anthropic-owned ticket and telemetry dashboards you help develop.

• Author and improve procedures for triage, break-fix, return-to-service validation, and train site operations partners on how to execute them.

• Manage RMA and reverse logistics programs with OEMs, ODMs, and depot repair vendors, including warranty claims, return cycle times, and failure analysis feedback.

• Set spares pool sizing and stocking levels by site and part, in coordination with supply chain and asset management, so that parts availability never gates repair SLAs.

• Analyze failure patterns across sites to identify root causes and drive corrective actions with hardware engineering, suppliers, and site operations owners.

• Lead the operating cadence with vendor and site leads, including weekly repair reviews, scorecards, and business reviews, and drive corrective actions for SLA excursions.

• Communicate repair constraints, risks, and fleet availability impact to engineering and leadership.

You may be a good fit if you:

• Have 8+ years of experience in data center operations as a manager, technical lead or related role, including accountability for production availability.

• Can demonstrate a proven track record running break-fix programs at a large scale across multiple sites.

• Have managed vendors, OEMs, or contract workforces to measurable outcomes: SLAs, operational reviews, and corrective action.

• Possess hands-on technical depth in server, network, and rack-level hardware, enough to independently verify repair quality and audit vendor claims.

• Have built or substantially improved operational processes.

• Are comfortable working with ticket, telemetry, and inventory data to drive decisions.

• Possess a bachelor's degree in relevant domain or equivalent practical experience.

It’s a bonus if you have:

• Experience with GPU/accelerator or high-density liquid-cooled infrastructure, including tray, cold plate, and manifold-level repair.

• Experience managing RMA and warranty programs with hyperscale OEMs/ODMs, including failure analysis and supplier quality engagement.

• Experience with spares planning, reverse logistics, or depot repair at data center scale.

• Experience delivering repair outcomes inside partner-operated or colocation sites where