Senior Associate - SRE L2 Support / Reliability Operations

Experience: 2-4 Years
Role Level: Senior Associate - L2
Function: Site Reliability Engineering (SRE) / Reliability Operations

About the Role

We are looking for a Senior Associate - SRE L2 Support / Reliability Operations with 2-4 years of experience supporting SaaS applications and cloud-based environments.

The role is responsible for ensuring the availability, reliability, performance, and operational stability of production systems through proactive monitoring, incident management, deployment support, troubleshooting, and continuous reliability improvements.

The candidate will work in a 24x7 rotational support environment, act as an escalation point for operational issues, collaborate with SMEs and engineering teams, and support junior team members during incident resolution.

Key Responsibilities

- Monitor the health, performance, and availability of cloud-based SaaS applications and infrastructure using tools such as Prometheus, Grafana, Datadog, or Splunk.
- Handle L2 production incidents, troubleshoot service disruptions, perform initial root-cause analysis, and coordinate with SMEs for complex issues.
- Manage and support application deployments and change-management activities, proactively resolving deployment-related issues.
- Use diagnostic tools and scripts to investigate and resolve production issues in real time.
- Monitor and maintain defined SLAs, SLOs, and SLIs and ensure adherence to operational processes and service commitments.
- Perform service-health checks and follow established runbooks and incident-management procedures.
- Analyze recurring incidents and operational trends to identify opportunities for improving service reliability and resilience.
- Prepare shift reports, incident summaries, system-health reports, and operational documentation.
- Maintain and improve runbooks, incident-resolution documentation, and internal knowledge bases.




- Participate in reliability improvement initiatives involving automation, configuration management, monitoring, and operational tooling.
- Collaborate with engineering teams and SMEs during critical incidents and communicate technical findings, risks, and preventive recommendations.
- Provide guidance to junior/L1 team members and support improvement of incident-response practices.

These responsibilities closely reflect the source JDs focus on monitoring, incident management, deployment lifecycle, troubleshooting, service reliability, reporting, documentation, continuous improvement, and mentorship.

Required Skills

- 2-4 years of experience in SRE, Reliability Operations, Production Support, Application Support, or a related 24x7 support environment.
- Experience supporting SaaS or cloud-based applications.
- Hands-on experience with monitoring and alerting tools such as Prometheus, Grafana, Datadog, or Splunk.
- Strong understanding of incident management, troubleshooting, escalation, and SLA-driven production support.
- Experience supporting application deployments and change management.
- Understanding of SLAs, SLOs, and SLIs and their role in service reliability.
- Ability to analyze production incidents and identify recurring operational issues.
- Valuable understanding of runbooks, operational documentation, and knowledge-management processes.
- Ability to remain composed and make effective decisions during production incidents.
- Strong verbal and written communication skills for communicating incident status and technical findings.

Qualifications
- B.Sc. IT, B.Sc. Computer Science/Computers, BCA, or equivalent qualification.
- 2-4 years of relevant experience in Reliability Operations, SRE Support, Production/Application Support, or SaaS/cloud operations.

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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