Brief Description about role:
The Site Reliability Engineer (SRE) will serve as a technical escalation point and a shift lead on the Genpact Experience IT Operations team. This team provides 24x7 proactive and reactive support in a fast-paced and dynamic environment. The ideal candidate should have the aptitude to manage multiple clients and tasks while providing support to junior team members. He/she will be responsible for leading a small group of technical analysts and SREs supporting enterprise applications within providers such as Microsoft Azure, O365, Amazon Web Services.
In addition, the SRE will have responsibilities to oversee and provide technical delivery, process execution, ticket management, incident triage, and technical support for end-users, applications, infrastructures, and cloud resources. Proactive work includes project support, system administration, and maintenance. Prioritization of work and time management is crucial. The candidate must be generally excited about all things technology, exhibit outside-the-box thinking, and have an approachable attitude and personality.
The SRE role is client facing and has management, leadership, and delivery responsibilities for the Genpact Experience IT Operations team in Jaipur/Bengaluru India. It will require daily communication in English over the phone and via written communication (email updates/ticket updates).
Responsibilities:
- Serve as an escalation point for a small team of analysts and engineers
- Provide professional support in a fast-paced environment
- Provide technical guidance in order to administer, manage, and support cloud infrastructure solutions including AKS, virtual machines, cloud services, virtual network configurations
- Provide technical guidance and support for Azure Kubernetes Service (AKS) clusters, including deployment, scaling, and troubleshooting
- Implement and manage containerization solutions (e.g., Docker, Kubernetes) to ensure application reliability and scalability.
- Collaborate with teams to optimize CI/CD pipelines for containerized workloads.
- Implement, administer and support highly available solutions in multiple environments such as Azure Load Balancing services, Active Directory Federation Services and Web Application Proxy configurations
- Provide technical leadership for the management, operations, and support of cloud solutions post implementation
- Triaging, routing, alerting, issue isolation, troubleshooting, and resolution of systems and applications.
- Identification of trends, recurring problems, and root cause identification
- Own and contribute meaningful documentation to the knowledgebase
- Conduct scheduled maintenance, patching, and deployments
- Take part in an on-call pager rotation to provide support coverage
- At times, participate in support coverage during non-business hours and/or provide additional coverage as needed
- Act as a technical escalation for troubleshooting complex issues
- Act as an incident manager
- This is a billable role with utilization targets
- Other responsibilities as assigned
Minimum Requirements:
- A minimum of 5 years progressive IT experience is required
- 3+ years’ of hands-on experience deploying and managing Microsoft Azure Kubernetes Service (AKS) is required
- 3+ years’ experience in consulting or digital agency
- 3+ years’ providing end user assistance/troubleshooting via phone and tickets/email in English
- 3+ years’ experience using a Professional Services Automation (PSA) solution (e.g. Atlassian JSM, ServiceNow, etc.)
- 2+ years’ experience in leading others
- 2+ years’ serving as a technical escalation point to junior personnel
- Hands-on operational experience deploying and managing cloud environments using AWS, Microsoft Azure, or container platforms such as AKS
- Hands-on knowledge of the Microsoft Stack of Technologies
- Hands-on knowledge of network security and compliance is preferred (encryption, security audit)
- Hands-on knowledge of Networking (VPN, firewalls, switching, load balancers, DNS, CDN)
- Experience with web delivered technologies (e.g. IIS, Sitecore, Optimizely, SharePoint, AEM)
- Experience with management platforms such as Terraform, Ansible
- Experience with monitoring and log analytic tools (e.g. New Relic, Elastic Search, Azure Log Analytics, Azure Application Insights, Azure Monitor and AWS CloudWatch)
- Experience with PowerShell and advanced scripting languages
- Experience with virtualization solution architecture including Microsoft Hyper-V and VMware is a plus
- Demonstrate exceptional oral and written communication skills in English
- Exhibit exceptional documentation skills and attention to detail for documentation (design documentation, processes/procedures, environment diagrams, etc.)
- Focus on making yourself and those around you great
- Motivation with an emphasis on positive team performance
- Eagerness to learn and work outside your technology comfort zone
- Ability to be self-motivated, work independently, and work in a team environment
- Exhibit exceptional relationship management skills
- Knowledge of sound business practices and a proven track record of anticipating and exceeding customer expectations.
Required Education:
Bachelor's Degree in Computer Science, MIS, or related field