Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science

& healthcare industries.

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams.

Incedo

University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by

- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology

Role Description

We are looking for a highly motivated DevOps Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.

This role will be part of a 24×7 follow-the-sun DevOps team supporting Customer Enablement (CE), with a clear goal: deliver an exceptional customer experience through a KPI-driven approach, rapid response, strong ownership, predictable execution, and continuous operational improvement.

You will collaborate across Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support to respond to infrastructure alerts and incidents, support customer-critical operational workflows, improve service KPIs, reduce Customer Issues and Cloud Platform Help Desk (DOHD) ticket backlog, enable successful customer go-lives, and support Incident Management, On-Call operations, and internal RCA processes.

Participate in 24×7 follow-the-sun operations and On-Call support, responding to infrastructure alerts and incidents through triage, escalation, service restoration, and effective handoffs.

Monitor Customer Experience and Operational KPIs, including Customer Issue and DOHD ticket aging, response time, backlog burn-down, escalations, go-live incidents, and RCA SLA compliance.

Participate in daily triage of new, aging, blocked, and escalated work, ensuring clear ownership and timely closure.

Troubleshoot customer-critical and platform incidents, collaborating with Engineering, Cloud Platform, Customer Enablement, and Support to restore service.

Improve DOHD processes for Customer Issues, CE questions, and requests to increase ticket capture, improve routing, and reduce response times.





Support internal RCA processes through DOHD workflows, SLA tracking, and timely closure of corrective and preventive actions.

Engineering degree in Computer Science or a related technical field.

3-4 years of experience in DevOps, SRE, Cloud Operations, Platform Engineering, Production Engineering, or a related role.

Experience supporting highly available SaaS or cloud platforms in a production environment.

Hands-on experience with one or more major cloud providers: AWS, Google Cloud Platform, or Microsoft Azure.

Hands-on experience with Kubernetes and containerized environments.

Experience with Infrastructure as Code, preferably Terraform, along with Jenkins, CI/CD, GitOps, and automation practices.

Strong Linux fundamentals and practical knowledge of networking, troubleshooting, and distributed systems.

Experience with monitoring, observability, alerting, Incident Management, and production troubleshooting.

Understanding of On-Call operations, RCA, SLA, SLO, and production reliability practices.

Strong analytical and troubleshooting skills with the ability to work effectively during customer-critical situations and production incidents.

Good communication and cross-functional collaboration skills.

Strong ownership mindset with a focus on customer outcomes, operational excellence, and continuous improvement.

Skills That Are Nice to Have:

Experience automating repetitive workflows using Python, APIs, or workflow automation.

Experience with AI-assisted support, knowledge retrieval, and self-service solutions.

Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.

Technical Skills

We are looking for a highly motivated DevOps Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.

This role will be part of a 24×7 follow-the-sun DevOps team supporting Customer Enablement (CE), with a clear goal: deliver an exceptional customer experience through a KPI-driven approach, rapid response, strong ownership, predictable execution, and continuous operational improvement.

You will collaborate across Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support to respond to infrastructure alerts and incidents, support customer-critical operational workflows, improve service KPIs, reduce Customer Issues and Cloud Platform Help Desk (DOHD) ticket backlog, enable successful customer go-lives, and support Incident Management, On-Call operations, and internal RCA processes.

Participate in 24×7 follow-the-sun operations and On-Call support,



responding to infrastructure alerts and incidents through triage, escalation, service restoration, and effective handoffs.

Monitor Customer Experience and Operational KPIs, including Customer Issue and DOHD ticket aging, response time, backlog burn-down, escalations, go-live incidents, and RCA SLA compliance.

Participate in daily triage of new, aging, blocked, and escalated work, ensuring clear ownership and timely closure.

Troubleshoot customer-critical and platform incidents, collaborating with Engineering, Cloud Platform, Customer Enablement, and Support to restore service.

Improve DOHD processes for Customer Issues, CE questions, and requests to increase ticket capture, improve routing, and reduce response times.

Support internal RCA processes through DOHD workflows, SLA tracking, and timely closure of corrective and preventive actions.

Engineering degree in Computer Science or a related technical field.

3-4 years of experience in DevOps, SRE, Cloud Operations, Platform Engineering, Production Engineering, or a related role.

Experience supporting highly available SaaS or cloud platforms in a production workplace.

Hands-on experience with one or more major cloud providers: AWS, Google Cloud Platform, or Microsoft Azure.

Hands-on experience with Kubernetes and containerized environments.

Experience with Infrastructure as Code, preferably Terraform, along with Jenkins, CI/CD, GitOps, and automation practices.

Strong Linux fundamentals and practical knowledge of networking, troubleshooting, and distributed systems.

Experience with monitoring, observability, alerting, Incident Management, and production troubleshooting.

Understanding of On-Call operations, RCA, SLA, SLO, and production reliability practices.

Robust analytical and troubleshooting skills with the ability to work effectively during customer-critical situations and production incidents.

Good communication and cross-functional collaboration skills.

Strong ownership mindset with a focus on customer outcomes, operational excellence, and continuous improvement.

Skills That Are Nice to Have:

Experience automating repetitive workflows using Python, APIs, or workflow automation.

Experience with AI-assisted support, knowledge retrieval, and self-service solutions.

Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.

Nice-to-have skills

Experience automating repetitive workflows using Python, APIs, or workflow automation.

Experience with AI-assisted support, knowledge retrieval, and self-service solutions.

Familiarity with SRE, ITIL, Incident Management, and Problem Management practices.

Qualifications

Qualifications

- 4-6 years of work experience in relevant field
- B.Tech/B.E/M.Tech or MCA degree from a reputed university. Computer science background is preferred

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Senior-Software Engineer (Bengaluru)
🏢 Incedo
📍 Bengaluru