Site Reliability Engineer

Overview

Site Reliability Engineer in the Employee Services Technology & Operations team (CIO RUN function), acting as a bridge between engineering and operations to drive system stability, proactive detection, and rapid incident mitigation across enterprise systems.

What you'll do

• Partner and collaborate with end users to understand administrative needs, resolve issues and meet business requirements.
• Handle both end user tickets and monitoring tickets from an ITIL perspective with end-to-end ownership, maintaining required response and resolution SLA targets.
• Liaise with the problem manager to identify repeated incidents and engage with level 2 or domain teams for permanent fixes.
• Manage high-impact major incidents P1/P2 and perform initial level troubleshooting and triaging.
• Develop and mentor others around application customization via custom objects, validation rules, workflows, flows, process builder, etc.
• Implement, own and optimize internal processes to improve efficiency.
• Document procedures, policies, and systems in Runbooks, SOPs and KEDBs/KB Articles.
• Manage and own system administration and help streamline business functionality including profiles/permissions, role hierarchy, security models, application customization, reports and dashboards, etc.
• Perform hands-on configuration and tuning of synthetic monitors, application performance monitoring (APM), dashboards, and alert rules in platforms such as Datadog and Dynatrace.
• Drive continuous reduction of alert noise and fatigue by establishing alert correlation rules and actionable threshold triggers.
• Assist in application onboarding to ensure proper logging, tracing, and metric standards are enforced prior to operational go-live.
• Actively triage incoming system alerts and user-reported issues, minimizing Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Participate in incident swarming and real-time operational response using modern collaboration and ITSM tools such as Incident.io, Datadog, Jira, and Slack.
• Oversee the lifecycle of monitoring tickets, maintaining strict adherence to SLA compliance and response metrics.
• Conduct thorough Root Cause Analysis (RCA) and facilitate Post-Incident Reviews (PIR) to eliminate recurring incidents.
• Maintain and expand the Known Error Database (KEDB) and runbook documentation to mitigate Single Point of Failure (SPOF) risks across operational workflows.
• Review and govern change requests, verifying risk assessments and rollback plans to maintain operational continuity.
• Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines (e.g., Salesforce-to-Zuora, Workato, AWS Lambda, and EHC/Zendesk platforms).
• Ensure seamless data flow across ticketing and incident management ecosystems, collaborating with engineering leads to resolve integration breaks.

What you'll need

• 4 to 8 years of experience in Site Reliability Engineering (SRE), IT Operations, System Engineering, or NOC environments.
• Hands-on experience configuring observability stacks, including log aggregation, metric creation, APM tracing, and visual dashboards using tools like Datadog, Dynatrace, or New Relic.
• Strong working knowledge of ITIL frameworks, specifically Incident, Problem, and Change Management integration.
• Technical experience with cloud platforms (AWS/GCP), API integrations, payload troubleshooting, and database querying via SQL.
• Familiarity with scripting languages (Python, Go, PowerShell, or Bash) for automating tasks, processing telemetry data, or building operational reports.
• Proven track record in reducing alert fatigue, managing complex system environments, and maintaining composure during high-priority outage events.

Nice to have

• ITIL 4 Foundation certification or specialized certifications in Incident/Problem Management.
• Prior experience in service-based or consulting environments with broad, multi-client operational exposure.
• Background in a global technology company supporting enterprise-grade, business-critical SaaS systems and distributed topologies.

Details

• Location: Pune, India (Hybrid). Candidates must be physically located and plan to work from Karnataka or Maharashtra.
• Work mode: Hybrid, with in-office days to be determined by the hiring manager.
• Shift pattern: APAC and EMEA shift.
• Reporting manager: Yashwant Sinha.