SRE Operations professional

Job Description

Role Purpose

The purpose of this role is to resolve priority incident tickets and service requests while contributing to incident analysis, change request preparation, and continuous service improvement.

Areas of responsibility

Triaging and resolution of tickets-"Perform initial triage for high priority incident tickets (P2 tickets) which may have an impact across one or more processes and resolve priority incident (P3) tickets within defined SLAs.

Create log of incidents and Document observations and related root causes, to support in evaluation of mitigation measures. "

Resolution of service Requests-Fulfil software/hardware/network service requests within agreed timeline, ensuring timely completion and adherence to SLAs while maintaining quality and accuracy in request handling.

SLA Monitoring-Monitor SLA timelines for entire lifecycle of high priority incident tickets (P2 tickets). Escalate as needed and participate in weekly or monthly service review meetings with clients and internal teams.

Change request execution-"Create change requests as per the priority of the incident tickets in adherence with the defined guidelines.

Present changes for approval with rollback plans in change approval meetings. Execute approved changes and document post-implementation outcomes."

Incident Analysis-"Analyse nature of incidents to support root cause analysis and related service improvement plans.

Contribute towards development of mitigation action to reduce repeat incidents, by identifying patterns of issues noted."

Location - Pune

Primary Skill :- SQL, Splunk, Excellent communication.

Secondary Skill :- Linux, AWS and Jenkins

All these are must have skills only.

Detailed JD-

Ultimately, the role of SRE is to align Product and Customer Focused priorities with Operational needs. We regularly review our run state not only from an internal perspective, but also understanding and providing the feedback loop to our development partners on how we can improve the customer experience of our applications.

- Engage in and improve the whole lifecycle of services-from inception and design, through deployment, operations, and refinement.

- Analyze ITSM activities of the platform and provide feedback loop to development teams on operational gaps or resiliency concerns

- Support services before they go live through activities such as system design consulting, capacity planning and launch reviews.

- Maintain services once they are live by measuring and monitoring availability, latency and overall system health.

- Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.

- Support the application CI/CD pipeline for promoting software into higher environments through validation and operational gating, and lead Mastercard in DevOps automation and best practices.

- Practice sustainable incident response and blameless postmortems.

- Take a holistic approach to problem solving, by connecting the dots during a production event thru the various technology stack that makes up the platform, to optimize mean time to recover

- Collaborate with a global team spread across tech hubs in multiple geographies and time zones

- Share knowledge and mentor junior resources.

- Develop and maintain automation pipelines for certificate renewal, traffic routing, alerting, and compliance reporting using tools like Ansible, Venafi.

- Drive improvements in ITSM and DQ SLOs, ensuring timely CRQ status updates and incident closure.

- Lead initiatives for Safety Soundness and Operational Excellence across quarterly EPICs, covering areas such as PCI compliance, threat/toil management, self-healing, and ITSM defect resolution

All About You

- Background in operational resiliency and self-healing systems.

- Understanding of two factor authentication.

- Strong documentation and communication skills.

- Strong understanding and experience in implementing NGINX configuration.

- Intermediate understanding of Active Directory (Users / Groups), SAML, LTPA, SSO, Oauth.

- Understanding of DEVOPS technologies like Chef, Jenkins, Groovy, shell scripting, bitbucket, GIT.

- Experience in working with or implementing automation workflows and/or scripting development.

- Understanding of:

o Client-server relationships

o Network concepts (Layer 1 to Layer 3)

o Stack trace analysis (TCP dumps, heap dumps, CPU/memory analysis, thread dumps).

o Load balancers and application firewalls.

o Operating System navigation.

o Logging and monitoring methods, standards, and tools.

o High availability and business continuity planning

o Caching concepts

o Configuration management

- Awareness of security implementations, certificate management lifecycle, mutual TLS, SSL handshake, SSH keys, symmetric and asymmetric encryptions.

o Experience with AWS infrastructure and secure access practices.

o Familiarity with ITSM processes, compliance frameworks, and incident management.

o Excellent communication and collaboration skills across cross-functional teams

Mandatory Skills: SRE Operations .