Senior DevOps Engineer - Site Reliability

Job Description

• BE | BTech | MCA | OR equivalent degree in Computer Science, IT or a related field candidates having 4+ years of experience in DevOps, SRE, Cloud Operations, Platform Engineering, or Production Engineering.
• Strong experience supporting highly available SaaS or cloud platforms in a 247 production environment.
• Hands-on experience with one or more major cloud providers: AWS, Google Cloud Platform, or Microsoft Azure.
• Strong experience with Kubernetes and containerized production environments.
• Experience with Infrastructure as Code, preferably Terraform, along with Jekins, GitOps, and automation practices.
• Strong Linux, networking, troubleshooting, and distributed systems fundamentals.
• Experience with observability, Incident Management, On-Call operations, RCA, SLA, SLO, and production reliability practices.
• Strong analytical ability to define, manage, and improve operational KPIs and translate trends into measurable corrective actions.
• Excellent communication and cross-functional collaboration skills, particularly during customer-critical situations and production incidents.
• Strong ownership mindset with a focus on customer outcomes, operational excellence, and continuous improvement.

Job Role and Responsibilities

• Serve as the front line for infrastructure alerts and Incident Management in a global 247 follow-the-sun and On-Call model, ensuring rapid response, triage, escalation, service restoration, and effective cross-region handoffs.
• Own and improve Customer Experience and Operational KPIs, including Customer Issue and DOHD ticket aging, response time, backlog burn-down, escalations, routing quality, go-live incidents, and RCA SLA compliance.
• Drive daily triage of new, aging, blocked, and escalated work, ensuring clear ownership and timely closure.
• Partner with Cloud Platform and Engineering to identify recurring customer issues and incident patterns, driving permanent fixes, automation, and preventive improvements.
• Partner with Customer Enablement and cross-functional teams to establish clear ownership, collaboration channels, and points of contact for critical customer activities.
• Improve the DOHD process for Customer Issues, CE questions, and requests by increasing ticket capture, reducing mis-routing, and improving response times.
• Support critical customer go-lives, feature enablement, and per-tenant infrastructure requirements, ensuring operational readiness, risk management, and rollback planning.
• Strengthen internal RCA governance through consistent DOHD workflows, SLA tracking, and timely closure of corrective and preventive actions.