Service Reliability Operator (SRO)

Synamedia is looking for a Service Reliability Operator (SRO) with 6 - 8 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

Growth Opportunities

When welcoming new talent into the team, we are always looking for opportunities to bring in new ideas, those who ask challenging questions and have the curiosity to learn. These qualities are important to us as we nurture a culture of innovation, seize more opportunities to partner with our customers and make a difference as we transform the future of video. To further support your growth and that of our talent pool, Synamedia offers an exhaustive library of skill enhancement resources from AWS, SkillSoft and other partners to help you upskill while on the job. Be it data analytics that picks your brain or content creation, theres something for every kind of mind.

Benefits and Perks