- 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.