Head - SRE & Production Support

Job Title: Head of SRE (Site Reliability Engineering) & Application SupportLocation: ThaneReports to: Sr VP Delivery headDepartment: EngineeringType: Full-TimeJob Summary:We are seeking a seasoned leader for our SRE & Application Support division, overseeing the reliability, scalability, and efficient operation of our martech tools built on open-source frameworks This role will play a key part in maintaining the operational stability of our products on NetcoreCloud infrastructure, ensuring 24/7 availability, and driving incident management The ideal candidate will combine strong leadership abilities with a deep understanding of site reliability, automation, performance monitoring, and application support, delivering world-class service to our clients and partners Key Responsibilities:SRE Leadership & Strategy:- Lead the Site Reliability Engineering (SRE) team to design and implement robust systems ensuring uptime, scalability, and security - Develop and maintain strategies for high availability, disaster recovery, and capacity planning of all Martech tools - Advocate and apply the principles of automation to eliminate repetitive tasks and improve efficiency - Establish and refine Service Level Objectives (SLOs), and Service Level Agreements (SLAs) in collaboration with product and engineering teams Application Support:- Oversee and lead the Application Support Team responsible for maintaining the health and performance of customer-facing applications built on the NetcoreCloud platform - Develop processes and Debugging procedures to ensure quick resolution of technical issues, and serve as an escalation point for critical incidents - Ensure all incidents are triaged and handled efficiently, with proper root cause analysis and follow-up post-mortems for critical incidents - Manage the implementation of monitoring tools and log management systems to detect, alert, and respond to potential issues proactively Collaboration and Cross-Functional Leadership:- Work closely with Sales, CSM, Customer Support, development, QA, and DevOps teams - Collaborate with stakeholders to drive a culture of continuous improvement by identifying and eliminating potential risks and issues in the system - Be involved in PI (Program Increment) planning to align with product roadmaps, making sure reliability is factored into new feature development Team Management & Development:- Recruit, mentor, and manage the SRE and Application Support Team, fostering a high-performance and collaborative environment - Conduct regular performance reviews, provide feedback, and support professional development within the team Innovation and Open-Source Contribution:- Lead initiatives to improve the open-source frameworks utilized in the martech stack, contributing to the open-source community as needed - Stay current with emerging technologies, tools, and best practices in site reliability, automation, and application support Requirements:Experience:- 8+ years of experience in SRE, DevOps, or Application Support roles, with at least 3 years in a leadership position - Proven track record of managing systems on open-source frameworks and cloud platforms such as NetcoreCloud or similar - Demonstrated expertise in incident management, post-mortem analysis, and improving mean time to recovery (MTTR) - Strong experience in monitoring tools (Prometheus, Grafana, or similar), logging frameworks, and automation tools (Terraform, Ansible) Technical Skills:- Hands-on experience with Linux/Unix environments, cloud services (AWS, GCP, NetcoreCloud) - Proficiency in scripting and coding (Python, Php, Golang, Java, or similar languages) for automation purposes - Solid understanding of CI/CD pipelines, version control (Git), and Alert & Application monitoring tools Leadership & Soft Skills:- Proven leadership skills, with experience in team building, mentorship, and fostering a culture of accountability - Strong interpersonal and communication skills, with the ability to interface effectively with technical and non-technical stakeholders - Ability to manage multiple projects simultaneously, prioritize tasks, and work under pressure to meet deadlines Preferred Qualifications:- Experience in the martech, Digital Marketing domain or working with large-scale, customer-facing SaaS applications - Certification in SRE, DevOps, or cloud platforms (AWS, GCP) - Good application debugging skills, Product feature understanding skills Why Join Us- Be a part of an innovative and forward-thinking organization that values technology and continuous improvement - Work with cutting-edge open-source frameworks and cloud technologies , SAAS Product - Leadership opportunities with a direct impact on our customers and product success