Senior Associate - Reliability Operations

About the Role:

Responsibilities

• :24x7 Monitoring and Support: Oversee the health, performance, and availability of cloud-based SaaS infrastructure and applications, using monitoring tools like Prometheus and Grafana, and respond to alerts during assigned shifts. Alignment and adherence to organization process to maintain the SLA
• .Incident Management: Act as the first responder in a 24x7 rotation, managing and mitigating service disruptions, following standard incident procedures, and escalating issues to SMEs as needed
• .Deployments and Change Management: Manage deployment lifecycle of the applications. Proactively engage with SMEs to resolve deployment process issues or challenges
• .Troubleshooting and Resolution: Use diagnostic tools and scripts to resolve common issues in real-time and collaborate with cross-functional teams to analyze and address root causes
• .Service Health and Reliability: Assist in defining and refining SLAs, SLOs, and SLIs; perform routine checks and follow established runbooks to maintain consistent service reliability
• .Analysis and Reporting: Regularly review incident data to identify patterns, improve service resilience, and produce shift reports summarizing system health and resolved incidents
• .Documentation and Knowledge Base: Document incident resolutions, update runbooks, and contribute to an internal knowledge base to improve team response and efficiency
• .Continuous Improvement Initiatives: Participate in reliability enhancement projects, including automation, configuration management, and tools improvement
• .Collaboration: Communicate effectively with SMEs to relay critical incident information, insights, and preventive recommendation
• sMentorship: Work closely with team members to provide guidance during shifts and share insights on improving incident response

.Experience and Qualification

• s:Education: B.Sc IT, B.Sc Computers, BCA or equivalen
• t.Experience: 2-4 years of experience in reliability operations or related 24x7 support role within SaaS or cloud environmen

tsSkil

• ls:Proficiency in monitoring and alerting tools, such as Prometheus, Grafana, Datadog, or Splu
• nk.Ability to remain composed in high-stakes situations and resolve incidents prompt
• ly.Strong verbal and written communication skills to document and relay incident information effective

ly.Shift Informat

• ion:24x7 Rotational Shifts: This role requires availability to work rotating shifts, including nights, weekends, and holidays, to ensure 24x7 support cover