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Bengaluru, Karnataka, India
Hybrid
Contract duration: 12 months
Role: Lead SRE Engineer – Customer Enablement & 24×7 Operations
Location: Bengaluru, India - (Hybrid)
About Reltio
At Reltio®, we believe data should fuel business success. Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data. The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brands—across multiple industries around the globe—rely on our award-winning data unification and cloud-native MDM capabilities to improve efficiency, manage risk, and drive growth.
At Reltio, our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One Reltio. We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at Reltio and contribute to our mission of excellence.Reltio has earned numerous awards and top rankings for our technology, our culture, and our people. Reltio was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!
About the Role
We are looking for a highly motivated Lead SRE Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.
This role will provide technical and operational leadership for a 24×7 follow-the-sun SRE team supporting Customer Enablement (CE), with a clear goal: deliver an exceptional customer experience through a KPI-driven approach, rapid response, strong ownership, predictable execution, and continuous operational improvement.You will lead cross-functional execution across Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support to improve service KPIs, reduce Cloud Platform Service Help Desk tickets, customer issues, and escalations, enable successful customer go-lives, and strengthen Incident Management, On-Call operations, and internal RCA, governance. You will also drive automation and AI-powered self-service while providing technical leadership and mentorship to engineers across the team.
About the Team:
The team is focused on delivering an exceptional customer experience through a KPI-driven, 24×7 follow-the-sun operating model. Working closely with Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support, the team focuses on:
● Driving measurable customer and operational outcomes through clearly defined KPIs.
● Serving as the front line for infrastructure alerting and Incident Management, providing 24×7 On-Call coverage, rapid incident response, escalation, and effective cross-region handoffs.
● Improving Customer tickets and Cloud Platform Help Desk (DOHD) ticket health through disciplined backlog management.
● Enabling successful customer go-lives, feature enablement, and per-tenant infrastructure requirements.
● Strengthening internal RCA governance and driving corrective actions to reduce repeat incidents.
● Advancing automation and AI-powered self-service to reduce repetitive operational work.
Job Duties and Responsibilities:
● Lead 24×7 follow-the-sun operations, serving as the front line for infrastructure alerts and Incident Management, with effective On-Call coverage, rapid response, service restoration, escalation, and cross-region handoffs.
● Own and drive Customer Experience and Operational KPIs, including Customer Issue and DOHD ticket aging, response time, backlog burn-down, escalations, routing quality, go-live incidents, and RCA SLA compliance.
● Lead daily operational triage of new, aging, blocked, and escalated work, ensuring clear priorities, ownership, accountability, and timely closure.
● Lead major and customer-critical incidents, coordinating across Engineering, Cloud Platform, Customer Enablement, and Support to accelerate resolution and ensure effective stakeholder communication.
● Identify recurring customer issues and incident patterns, driving permanent fixes, automation, and preventive improvements with partner teams.
● Improve the DOHD process for Customer Issues, CE questions, and requests to increase ticket capture, improve routing quality, and reduce response times.
● Lead operational readiness for critical customer go-lives, feature enablement, and per-tenant infrastructure requirements, ensuring risks, dependencies, and rollback plans are effectively managed.
● Establish clear cross-functional ownership, operating mechanisms, and escalation paths for customer-critical activities.Strengthen internal RCA governance through SLA tracking, timely corrective and preventive action closure, and recurring issue analysis.
● Drive automation, runbook maturity, AI-powered self-service, and technical mentorship to improve operational efficiency and engineering excellence.
Skills You Must Have:
● Engineering degree in Computer Science or a related technical field.
● 8+ years of experience in SRE, SRE, Cloud Operations, Platform Engineering, or Production Engineering, with demonstrated technical leadership responsibilities.
● Strong experience supporting highly available SaaS or cloud platforms in a 24×7 production environment.
● Hands-on experience with one or more major cloud providers: AWS, Google Cloud Platform, or Microsoft Azure.
● Strong experience with Kubernetes and containerized production environments.
● Experience with Infrastructure as Code, preferably Terraform, along with Jekins, GitOps, and automation practices.
● Strong Linux, networking, troubleshooting, and distributed systems fundamentals.
● Deep experience with observability, Incident Management, On-Call operations, RCA, SLA, SLO, and production reliability practices.
● Proven ability to define, manage, and improve operational KPIs and translate trends into measurable actions and outcomes.
● Experience leading complex customer-critical incidents, coordinating multiple technical teams, and driving issues through resolution.
● Strong ability to influence cross-functional teams and drive accountability without relying on direct authority.
● Proven ability to mentor engineers, improve operational practices, and raise technical and execution standards.
● Excellent communication skills with the ability to engage technical teams, cross-functional stakeholders, and leadership during critical situations.
● Strong ownership mindset with a focus on customer outcomes, operational excellence, and continuous improvement.
Skills That Are Nice to Have:
● Experience automating repetitive workflows using Python, APIs, or workflow automation.
● Experience with AI-assisted support, knowledge retrieval, and self-service solutions.
● Familiarity with SRE, ITIL, Incident Management, and Problem Management practices
Reltio is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Reltio is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
