Senior Service Delivery Engineer

Elios TalentDelhi, India

1 day ago

Job description

☀️ Key Highlights

Own service delivery operations across incident response, change control, and reliability for high-availability platforms

⚡ Lead major incident management, driving rapid triage, clear communication, and cross-team coordination

Improve operational maturity through KPIs, reporting, RCA processes, playbooks, and structured workflows

Champion DevOps culture, automation, tooling integrations, and process efficiency across engineering

Drive continuous improvement across ITIL, Agile, and SRE practices to enhance performance, stability, and scalability

We’re seeking a Senior Service Delivery Engineer to drive operational excellence across reliability, incident response, change management, automation, and cross-team coordination. This role sits at the center of availability, performance, and process governance—partnering with engineering teams to keep mission-critical platforms stable, secure, and predictable.

What You’ll Do

Service Delivery & Coordination

Act as the central point of contact for the SRE practice, unblocking teams and supporting smooth delivery
Own change management processes, lead CAB meetings, and approve production changes
Define escalation paths, operational workflows, and ITIL severity guidelines
Lead, communicate, and coordinate all high-severity incidents during on-call rotations

Operational Excellence

Track, document, and organize work intake, project progress, timelines, and risks

Create RunBooks, Playbooks, release plans, and validate processes through simulations

Define KPIs, service metrics, and produce weekly / monthly reporting

Ensure effective RCA execution, track action items, and prevent repeat incidents

Incident, Change & Problem Management

Respond to major incidents with

Collaborate with cross-functional teams through a follow-the-sun support model

Host CAB, review / approve emergency and scheduled changes, and maintain 24 / 7 readiness

Lead the RCA process, analyze patterns, close problem tickets, and share monthly reports

Automation & Process Improvement

Build automation scripts and integrations to reduce toil and improve reliability

Research new operational methodologies and apply them to improve agility and alignment

Enhance configuration and usage of tools like ServiceNow, PagerDuty, Slack, Exigence, and JIRA

Drive initiatives such as Slack–ServiceNow integrations, workflow optimization, and monitoring enhancements

Tooling, Reporting & Roster Management

Maintain incident and major-incident tools, ensuring accuracy and proper configuration

Provide daily / weekly / monthly service reports to leadership and stakeholders

Keep on-call rosters accurate and up-to-date across multiple teams

What You Bring

Deep experience in service delivery, incident response, change management, or SRE operations

Strong understanding of ITIL, Agile, DevOps, and high-availability environments

Proven ability to lead high-severity bridges and coordinate multi-team resolutions

Hands-on experience with ServiceNow, Slack, PagerDuty, JIRA, and automated workflows

Excellent communication, documentation, and cross-team collaboration skills

About Us

We are a global engineering organization focused on building scalable, reliable, and high-performing digital systems for enterprise clients. Our teams operate in complex environments where performance, uptime, and customer experience matter. We combine technical rigor with structured operational practices to support systems used by millions every day.

Why Join Us

You’ll work at the heart of mission-critical operations, shaping reliability, incident strategy, and delivery processes. You’ll collaborate with strong engineers, influence tooling and automation, and play a key role in improving service health across the organization. This role offers ownership, visibility, and the ability to drive meaningful, measurable impact.

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Service Engineer • Delhi, India