Associate - SRE L1 Support / Reliability Operations

Experience: 1-3 Years
Role Level: Associate
Function: Site Reliability Engineering (SRE) / Reliability Operations / Production Support

About the Role

We are looking for an Associate - SRE L1 Support / Reliability Operations with 1-3 years of experience in 24x7 production support, SaaS, or cloud-based environments . The role focuses on ensuring the continuous availability, performance, and reliability of SaaS applications through proactive monitoring, incident response, deployment support, troubleshooting, and operational improvements.

The ideal candidate should have hands-on exposure to monitoring and alerting tools such as Prometheus, Grafana, Datadog, or Splunk and be comfortable working in a 24x7 rotational shift setting .

Key Responsibilities
- Monitor the health, performance, and availability of SaaS applications and cloud infrastructure in a 24x7 environment.
- Monitor alerts and dashboards using tools such as Prometheus, Grafana, Datadog, or Splunk and respond within defined SLAs.




- Act as the L1 first responder for production incidents, perform initial troubleshooting, and escalate complex issues to SMEs.
- Follow established incident management procedures, runbooks, and escalation processes to ensure timely resolution.
- Support application deployments and change-management activities and coordinate with SMEs to resolve deployment-related issues.
- Perform routine service-health checks and support adherence to SLAs, SLOs, and SLIs .
- Use diagnostic tools and scripts to identify and resolve common production issues.
- Collaborate with cross-functional teams during incidents and support root cause analysis (RCA) activities.
- Review incident trends, prepare shift handover/system-health reports , and highlight recurring issues and risks.
- Document incident resolutions and maintain runbooks, operational documentation, and knowledge-base articles .
- Participate in continuous-improvement initiatives

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