RMA & Vendor Management Lead

🗓️ Full-time | Permanent

📍 Sydney

🏡 Hybrid working

About Sharon AI

Sharon AI is building the infrastructure powering the next generation of artificial intelligence.

Operating across high-performance GPU compute and AI infrastructure, we are focused on delivering reliable, scalable and secure solutions that support advanced AI workloads.

As Sharon AI continues to grow, we’re looking for an RMA & Vendor Management Lead to own hardware replacement and vendor support coordination across our Australian and global AI Factory and data centre environments.

The Role

In terms of this particular opportunity, the RMA & Vendor Management Lead will own the end-to-end hardware return merchandise authorisation (RMA) lifecycle, helping restore critical AI infrastructure capacity quickly, safely and with clear accountability.

You’ll work with the NOC Service Desk, L2/L3 Infrastructure and Network teams, Incident & Problem Management, Data Centre Operations, Supply Chain, Logistics, Customer Success and technology vendors.

The role reports to Rajesh Sangaralingam, NOC Manager, and acts as the operational focal point for vendor cases, replacement ETAs, warranty entitlements, spares and performance reporting.

The position is based in Sydney and operates on a hybrid basis, with occasional site or vendor travel and after-hours escalation support when required.

What You’ll Be Doing

• Own hardware RMA cases from fault confirmation and vendor engagement through replacement, validation and closure.

• Prioritise cases by customer impact, GPU or node capacity loss, redundancy, SLAs and service risk.

• Drive vendor escalations, challenge delays and secure clear actions and replacement ETAs.

• Coordinate replacement shipments, returns, field engineers, site access and hot-spare replenishment.

• Maintain accurate asset, serial-number, warranty, entitlement, shipment and case records.

• Analyse RMA ageing, turnaround times, recurring failures and vendor performance with reporting teams.

• Support P1/P2 incidents, post-incident reviews and root-cause investigations with vendor evidence.

• Keep technical, operational and customer-facing stakeholders informed of recovery progress.

• Improve RMA playbooks, escalation matrices, reporting, knowledge sharing and automation.

What We’re Looking For

• 5+ years’ relevant experience in hardware support, RMA, vendor management, data centre or infrastructure operations.

• Proven end-to-end coordination of enterprise hardware RMAs, including diagnostics, entitlements, logistics and closure.

• Strong vendor escalation, support-contract and service-level management skills.

• Working knowledge of servers, GPUs, storage, networking and other data centre components.

• Ability to prioritise urgent hardware issues according to service, capacity and customer impact.

• Experience maintaining reliable case, asset, warranty and vendor records.

• Strong Excel/reporting capability and clear communication across technical and non-technical teams.

• Ownership, urgency, attention to detail and composure during critical incidents.

Nice to have:

• Experience with ServiceNow, Jira, vendor support portals or similar ITSM tools.

• Power BI exposure and experience supporting 24x7 business-critical environments.

• Relevant ITIL, vendor management, asset management or Lean Six Sigma certification.

You don’t necessarily need to tick every box. If you have strong foundations, are curious and excited about what we’re building, we’d still love to hear from you.

Why Join Sharon AI?

You’ll be joining a rapidly growing Australian technology business at an exciting stage of its journey, with the opportunity to work directly with the infrastructure and technology powering the next generation of AI.

🏡 Hybrid working – flexibility between our office and working from home

🎂 Birthday leave – take some extra time to celebrate your day

🧠 Employee Assistance Program (EAP) – confidential support when you need it

🤖 Exposure to AI and next-generation technology – work in one of the fastest-moving areas of technology

📈 Career growth – genuine opportunities to grow your responsibilities as Sharon AI continues to scale

🌏 Growing global business – be part of an Australian technology company with an expanding international footprint

💡 Make an impact – join at a stage where your work can have a visible influence on how we build and grow

🤝 Collaborative culture – work alongside talented people across technical, commercial and corporate teams

Sound Like You?

If you’re an accountable vendor and hardware operations specialist who thrives on resolving complex issues and protecting service availability, we’d love to hear from you.

Apply today and help us build the infrastructure powering the next generation of AI.

Due to the high volume of applications we receive, we’re unfortunately not always able to provide individual feedback to unsuccessful candidates. We appreciate your understanding and want to assure you that every application will be reviewed with care.