Senior Associate - Reliability Operations

The Senior Associate Reliability Operations role is critical in ensuring the continuous, reliable, and secure operation of our SaaS products, operating in a 24x7 support capacity. This role involves proactive monitoring, incident response, and collaboration with teams across the organization to maintain optimal service levels. The Senior Associate will participate in a rotating shift schedule to ensure high availability, rapid issue resolution, and support for key reliability initiatives. Senior Associate will serve as a key escalation point, mentor junior team members, and lead critical efforts to optimize operational workflows and systems.

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 recommendations
• Mentorship : Work closely with team members to provide guidance during shifts and share insights on improving incident response.

Experience and Qualifications

Skills

Shift Information

Role :   Technical Support - Non Voice

Industry Type :   IT Services & Consulting

Department :   Customer Success ,  Service & Operations

Employment Type :   Full Time, Permanent

Role Category :   Non Voice

Education

UG :   Any Graduate

PG :   Any Postgraduate

Skills Required

Change Management, Operations