SRE expert INCIDENT MANAGER

General summary

The Senior Site Reliability Engineer is the hands-on technical lead for the Site Reliability Engineering capability within F&P Solutions Production Operations. Working closely with the Head of Production Operations, the job holder provides day-to-day technical direction, coaching, prioritization support, and a clear point of coordination for SRE engineers while remaining directly engaged in engineering and operations. The role strengthens reliability, recoverability, and operational predictability across the software environment and combines Site Reliability Engineering and DevOps capability with focused ownership of Incident Management coordination and Release Management governance. The job holder leads major production incident coordination, governs production release readiness and controls, establishes common SRE standards and practices, and drives improvements in observability, automation, resilience, and operational readiness. The role works across software delivery, Quality Management, DevOps, Architecture, Product, Customer Support, and leadership stakeholders, bringing exceptional communication, influence, sound judgment, and visible end-to-end ownership. This is a technical leadership role without direct reports: the job holder guides and enables the SRE team, but responsible technical teams retain ownership for investigation, remediation, deployment execution, validation, and service recovery.

Primary duties and responsibilities

• SRE technical leadership: Serve as the hands-on technical lead and primary coordination point for the SRE capability. Provide technical direction, support prioritization, establish common engineering and operational practices, facilitate knowledge sharing, and coach SRE engineers while remaining accountable for delivering engineering outcomes.
• Reliability roadmap and team enablement: Partner with the Head of Production Operations to translate reliability priorities into a practical SRE roadmap and backlog. Coordinate work across the SRE engineers, identify capability or coverage gaps, promote consistent use of standards and tooling, and provide visible progress, risks, and recommendations without assuming formal people-management responsibility.
• Incident Management leadership and coordination: Act as Incident Manager for priority production incidents. Own intake, triage, severity confirmation, incident record control, coordination flow, stakeholder communication cadence, escalation control, recovery tracking, closure, and follow-up while keeping technical remediation with the responsible team.
• Major incident response: Establish and facilitate focused incident response channels or war rooms; engage the correct technical and business owners; maintain a concise operational timeline; track decisions, risks, recovery status, and next actions; and escalate non-response or stalled recovery.
• Incident readiness: Maintain service ownership, contact, escalation, support-window, runbook, dashboard, log, and traceability references. Help teams prepare incident response paths before failures occur and support simulations or readiness exercises.
• Post-incident learning: Coordinate after-action reviews and root cause analysis follow-through. Ensure corrective and preventive actions have clear owners, target dates, traceability, and closure evidence. Translate lessons into monitoring, automation, runbook, process, or release-control improvements.
• Release Management governance: Own and continuously improve the Release Management operating method, consolidated release calendar and register, release classification, readiness reviews, evidence coordination, communication governance, and the defined go or no-go process.
• Release readiness and risk control: Confirm that release scope, technical ownership, testing and quality evidence, approvals, rollback preparedness, support availability, dependency checks, communication, and post-release validation are complete. Escalate gaps and ensure exceptions or risk acceptance are explicitly documented.
• Release coordination: Coordinate standard releases, hotfixes, emergency releases, rollbacks, infrastructure releases, and approved special cases. Maintain status visibility before, during, and after execution, while Delivery and DevOps retain deployment and rollback execution responsibilities.
• AWS and Datadog observability engineering: Engineer and improve observability across AWS environments, using Datadog as the primary observability platform for metrics, logs, traces, dashboards, service-level indicators and objectives, alert quality, and actionable notifications. Build automated and reusable monitoring and telemetry patterns that directly improve incident detection, troubleshooting, recovery, and release validation.
• Automation and DevOps engineering: Apply a strong DevOps engineering mindset to design and implement automated, repeatable, and maintainable operational capabilities. Use scripting, infrastructure as code, continuous integration and continuous delivery pipelines, APIs, and work-management integrations to automate approvals, evidence capture, alert routing, incident tracking, release coordination, and related workflows rather than depending on manual administration or a separate DevOps engineer.
• Standards, documentation, and enablement: Create practical standards, templates, checklists, examples, and training material. Coach delivery, quality, and engineering teams on incident readiness, reliable releases, observability, automation, and shared operational accountability.
• Reporting and continuous improvement: Develop clear operational reporting for reliability, incidents, releases, exceptions, corrective actions, and process adoption. Use data and trends to prioritize improvements and communicate concisely with technical and non-technical stakeholders.
• Other duties: Perform other related duties as needed or assigned.

Required qualifications and experience

• Bachelor's degree in computer science, software engineering, information technology, or a related technical field, or equivalent practical experience.
• Eight or more years of experience in software engineering, DevOps, cloud operations, platform engineering, Site Reliability Engineering, or technical production operations, including demonstrated technical leadership and senior-level ownership across teams.

• Demonstrated experience leading or guiding SRE, platform, cloud, or production operations engineers through technical direction, coaching, standards, work coordination, and cross-functional delivery without relying on formal authority.
• Demonstrated experience leading major production incidents, including triage, severity assessment, stakeholder communication, escalation, service restoration tracking, and post-incident follow-through.
• Demonstrated experience with software release or change governance, including readiness checks, approvals, deployment coordination, rollback planning, post-release validation, and audit-ready traceability.
• Strong hands-on engineering experience with Amazon Web Services and cloud-native production environments.
• Advanced hands-on experience engineering observability for AWS environments, primarily using Datadog for metrics, logs, traces, dashboards, alerting, telemetry, service-level indicators, and service-level objectives. Experience with Amazon CloudWatch and complementary platforms such as Grafana or Prometheus is beneficial.
• Experience with source control and continuous integration and continuous delivery practices, including Git-based workflows and deployment pipelines.
• Experience with infrastructure as code and automation using tools such as Terraform, CloudFormation, Ansible, or equivalent technologies.
• Experience with containers and orchestration technologies such as Docker and Kubernetes.
• Proficiency in at least one scripting or programming language used for automation, diagnostics, or systems integration.
• Exceptional written and verbal English communication skills, with demonstrated ability to lead difficult cross-functional discussions, provide calm and concise updates during high-pressure events, influence without formal authority, and explain technical risk and decisions to technical teams, business stakeholders, and senior leadership.
• Demonstrated sense of ownership, sound judgment, and ability to drive actions to closure across organizational and geographic boundaries.
• Ability to participate in a planned incident coordination or on-call rotation, including after-hours, weekends, or holidays when required by the approved support model.

Preferred qualifications

• Experience working in a global, cross-time-zone software product organization.
• Experience designing or improving Incident Management and Release Management operating models rather than only executing existing procedures.
• Working knowledge of Jira, Confluence, Zendesk, GitLab, and Microsoft Teams or comparable platforms.
• Experience with reliability metrics, error budgets, capacity or performance management, resilience testing, disaster recovery, or service continuity.
• Relevant AWS, Kubernetes, DevOps, Site Reliability Engineering, IT service management, or agile delivery certifications.

Critical capabilities and behaviors

Working conditions

• Normal office and hybrid working conditions in Pune, India.
• Up to 20% domestic and international travel, as required.
• Planned participation in incident coordination coverage may require work outside normal business hours.