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 environment .

Key Responsibilities

- Monitor the health, performance, and availability of SaaS applications and cloud infrastructure in a 24x7 workplace.
- 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 involving automation, configuration management, monitoring, and operational tooling .
- Share operational knowledge with team members and support effective incident response during shifts.

Required Skills
- 1-3 years of experience in SRE L1 Support, Reliability Operations, Production Support, Application Support , or a similar 24x7 support role.
- Experience supporting SaaS or cloud-based applications/environments .
- Hands-on exposure to monitoring and alerting tools such as Prometheus, Grafana, Datadog, or Splunk .
- Good understanding of incident management, alert monitoring, troubleshooting, escalation, and SLA-based support .
- Exposure to application deployment and change-management processes .
- Basic understanding of SLAs, SLOs, and SLIs .
- Ability to analyze incidents, follow runbooks, and perform initial issue diagnosis.
- Good documentation, verbal communication, and stakeholder-coordination skills.
- Ability to work effectively under pressure and respond promptly to production incidents.

Qualifications
- B.Sc. IT, B.Sc. Computer Science/Computers, BCA, or equivalent qualification.
- 1-3 years of relevant experience in reliability operations, SRE support, production/application support, or related SaaS/cloud operations.

Role Summary This is an Associate-level SRE L1 Support role focused on 24x7 monitoring, incident response, deployment support, service reliability, troubleshooting, SLA adherence, and operational documentation . The role requires close collaboration with SMEs and other technical teams to maintain stable and reliable SaaS services.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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