Job Summary:

BCforward is hiring a Senior SRE / Service Delivery Lead to manage critical production environments and provide technical and operational leadership for a 24x7 offshore SRE team.

Key Responsibilities:

- Lead P1/P2 incident management and act as Technical Incident Commander.

- Provide hands-on support for AWS, Kubernetes, Splunk, Terraform and CI/CD.

- Manage production troubleshooting, monitoring, RCA, problem management and automation.

- Manage ServiceNow incidents, problems, changes, knowledge and SLA/KPI tracking.

- Lead offshore teams, shift coverage, workload allocation, mentoring and cross-training.

- Drive knowledge transfer, runbooks, SOPs and continuous improvement.

- Coordinate with US leadership, architects, technical teams and vendors.

- Ensure high availability, reliability, security and operational excellence.

Tech Stack & Requirements:

- 8+ years in SRE / DevOps / Cloud / Platform / Production Support.

- 3+ years technical leadership/service delivery experience.

- Strong hands-on AWS + Kubernetes.

- Splunk / Splunk Observability.

- Terraform / IaC.

- CI/CD, containers and microservices.

- ServiceNow + ITIL.

- Strong RCA, SLA/KPI and Incident Management experience.

- Experience managing 24x7 production support and offshore teams.

- Excellent communication and stakeholder management.

Preferred Qualifications:

- AWS, CKA/CKAD, Splunk, ServiceNow, Terraform or ITIL certifications.

- Healthcare/pharma or regulated-environment experience is a plus.