20 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Provide front-line infrastructure alerting and incident management coverage in a global 24×7 on-call model, including response, triage, escalation, restoration, and cross-region handoffs.
- Own and improve customer and operational KPIs covering ticket aging, response times, backlog reduction, escalations, routing quality, go-live incidents, and RCA SLA compliance.
- Lead daily triage and ensure clear ownership and timely closure of new, aging, blocked, and escalated work.
- Partner with Cloud Platform and Engineering to identify recurring issues, implement permanent fixes and automation, and drive preventive improvements.
- Support customer go-lives, feature enablement, and per-tenant infrastructure requirements with operational readiness, risk management, and rollback planning.
- Strengthen RCA governance through consistent workflows, SLA tracking, and closure of corrective and preventive actions.
- Improve customer issue and DOHD ticket processes, including ticket capture, routing accuracy, backlog management, and response times.
- Collaborate with Customer Enablement and cross-functional teams to establish ownership and communication channels for critical customer activities.
Requirements
- Engineering degree in Computer Science or a related technical field.
- 5+ years of experience in SRE, SRE, cloud operations, platform engineering, or production engineering.
- Experience supporting highly available SaaS or cloud platforms in a 24×7 production environment.
- Hands-on experience with AWS, Google Cloud Platform, or Microsoft Azure.
- Strong experience with Kubernetes and containerized production environments.
- Experience with infrastructure as code, preferably Terraform, along with Jenkins, 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.
- Ability to define, manage, and improve operational KPIs and translate trends into corrective actions.
- Excellent communication, cross-functional collaboration, ownership, customer focus, and operational improvement skills.
- Preferred experience automating repetitive workflows with Python, APIs, or workflow automation.
- Preferred experience with AI-assisted support, knowledge retrieval, and self-service solutions.
- Familiarity with SRE, ITIL, incident management, and problem management practices.
Benefits
- 12-month contract with contract-to-hire potential.
- Hybrid work arrangement in Bengaluru, India.
- Participation in a global 24×7 follow-the-sun operating model.
Tech Stack
Categories
Site Reliability
About Reltio
Reltio builds a cloud-native master data management platform that unifies, cleanses, and governs customer and other core data for large enterprises. Delivered as a SaaS subscription, the Reltio Data Cloud consolidates data across sources in real time to support analytics, operations, and AI use cases in industries such as life sciences, financial services, and healthcare. Founded in 2011 and headquartered in Redwood Shores, CA, it operates as a subsidiary of SAP.