- Platform Availability: Ensure 99.9%+ uptime across all Dev Ops tools with zero operational outages
- Incident & SLA Management: Rapid triage and resolution of Tier-2/Tier-3 incidents within defined SLAs
- Change Execution: Zero-defect execution of system upgrades, patches, and routine maintenance
- Automation: Drive continuous operational improvements to reduce manual workload
Shift Windows & Operating Model
- Offshore Support (L2): 1:00 PM 11:00 PM IST (16x5 active shift + non-business hours on-call support)
- Monthly once US shift from 8AM EST to 5PM EST (5:30PM IST to 3:30AM IST)
- Monthly once on-call support for a week from Monday 12AM IST to next week Monday 12AM IST
- On-call support should login anytime for that week within 10 minutes when there is an SEV-2 or a Tool is down
- Extended support on weekends to support major releases or tool maintenance