Reliability Engineer - (REE) (India)

Build Reliability at Scale. Were hiring a SRE Engineer to join our Operations Reliability Engineering (ORE) teamfocused on keeping critical systems highly available, scalable, and resilient. This role goes beyond traditional support. Youll operate at the intersection of engineering, reliability, and automation, being responsible for the health of distributed systems running on AWS while driving operational excellence. If you enjoy proactive reliability engineering, and solving production-scale challenges, this role is for you. What You'll Own Application Support & Service Operations - Provide L1/L1.5 support for enterprise platforms including Clarity (PPM), Condeco (Workspace Management), and Learning & Development (L&D;) systems - Supervise platform health, service availability, and user experience across supported applications - Act as the first point of contact for incidents, service requests, and user-reported issues - Ensure timely ticket triage, categorization, and routing based on defined SLAs Incident & Request Management - Respond to and resolve user issues related to: o Access and authentication o Application functionality o Data synchronization o System performance concerns o User account management - Perform initial fix and diagnostics before raising to L2/L3 teams - Handle incidents through to closure while ensuring clear communication with partners - Maintain ticket quality and compliance with established support processes Monitoring & Operational Support - Monitor application alerts, dashboards, integrations, and scheduled jobs - Identify service disruptions proactively and initiate appropriate response actions - Validate application availability following deployments, patches, or maintenance activities - Support business users during critical operational periods and planned activities User Support & Customer Experience - Deliver exceptional customer support through prompt and professional communication - Guide users through platform features, common issues, and self-service solutions - Assist with user onboarding activities and access provisioning as per defined procedures - Create positive user experiences through effective issue resolution and follow-up Knowledge Management & Documentation - Maintain knowledge articles, SOPs, support guides, and documentation - Chip in to the continuous improvement of runbooks and support processes - Identify recurring issues and recommend improvements to reduce ticket volumes - Ensure all support activities are detailed accurately for audit and reporting purposes Access, Compliance & Governance - Support user provisioning, role assignments, and access management activities - Adhere to interpersonal security, compliance, and audit requirements - Follow established controls for data privacy and information security - Assist during compliance reviews and operational audits when required Continuous Improvement & Automation Opportunities - Identify repetitive operational activities suitable for automation - Support implementation of process improvements aimed at enhancing service quality - Participate in problem management activities and root cause discussions - Give ideas that improve operational efficiency and user satisfaction What Makes You a good fit Core Skills - Experience supporting enterprise SaaS or business applications in an L1/L1.5 support environment - Understanding of ticketing and service management tools such as: o ServiceNow o Jira Service Management o Remedy or equivalent platforms - Familiarity with: o Access provisioning o Application support processes o Incident and request management - Ability to analyse logs, system messages, and application errors for initial diagnosis - Basic understanding of: o APIs and application integrations o Authentication technologies (SSO, Azure AD, MFA) o Web-based applications and browser fix - Knowledge of IT Service Management (ITSM) principles. Fix Approach - Strong analytical and problem-solving skills - Ability to identify root causes and document findings effectively - Meticulous approach when handling incidents and customer requests - Comfortable working with multiple support queues and priorities Customer & Partner Focus - Excellent verbal and written communication skills - Strong customer service orientation with a focus on user satisfaction Interact effectively with business users, technical teams, and vendors - Confidence in handling high-priority incidents with professionalism Operations Excellence - Experience working in production support environments - Ability to handle workload while adhering to SLAs and operational procedures - Readiness to support occasional after-hours activities during major incidents or maintenance windows - Continuous learning approach with interest in enterprise application support Nice to Have - Experience supporting: o Clarity PPM Application o Condeco Workspace Management Application o Cornerstone, SuccessFactors .