Service Reliability Operator

About the Job :

Synamedia is looking for a Service Reliability Operator (SRO) with 4- 6 years of experience to join our Video Network Cloud Operations Centre in Bangalore. This is a technical support role focused on ensuring the reliability, availability, and performance of our cloud-based and on-premise video services.

The SRO will be the first line of defense in monitoring infrastructure, triaging alerts and tickets, resolving issues at first touch where possible, and escalating to Site Reliability Engineering (SRE) or Engineering teams as required. The role also involves close interaction with customers and internal teams, requiring strong communication and problem-solving skills.

Responsibilities :

• Proactively monitor services and infrastructure at both application and system levels.
• Detect, triage, and resolve alarms and incidents, escalating when necessary.
• Handle incoming tickets via email, alarms, phone, and ITSM tools.
• Manage service requests such as user provisioning, configuration, environment setup, and deployments.
• Ensure SLA compliance for all tickets and incidents.
• Support high-priority incident bridges, documenting events and coordinating resolution.
• Execute emergency handling and service restoration activities.
• Refine and maintain SOPs, troubleshooting guides, and scripts.
• Collaborate with SRE, Engineering, and Dev teams to improve monitoring, tools, and reliability.
• Contribute to automation, reporting, and continuous improvement initiatives.

Skills

Soft Skills :

Education & Certifications :