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Bengaluru, Karnataka, India
Hybrid
Contract duration: 12 months
Role: Senior 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 Senior SRE Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.This role will be part of 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, fast response, strong ownership, predictable execution, and continuous operational improvement.You will collaborate across Engineering, Cloud Platform, Customer Enablement, Advanced Customer Engineering, and Support to own customer-critical operational workflows, 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—while advancing Customer Enablement through automation and AI-powered self-service.
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:
● Serve as the front line for infrastructure alerts and Incident Management in a global 24×7 follow-the-sun and On-Call model, ensuring rapid response, triage, escalation, service restoration, and effective cross-region handoffs.
● Own and improve 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.
● Drive daily triage of new, aging, blocked, and escalated work, ensuring clear ownership and timely closure.
● Partner with Cloud Platform and Engineering to identify recurring customer issues and incident patterns, driving permanent fixes, automation, and preventive improvements.
● Partner with Customer Enablement and cross-functional teams to establish clear ownership, collaboration channels, and points of contact for critical customer activities.
● Improve the DOHD process for Customer Issues, CE questions, and requests by increasing ticket capture, reducing mis-routing, and improving response times.
● Support critical customer go-lives, feature enablement, and per-tenant infrastructure requirements, ensuring operational readiness, risk management, and rollback planning.
● Strengthen internal RCA governance through consistent DOHD workflows, SLA tracking, and timely closure of corrective and preventive actions.'
Skills You Must Have:
● Engineering degree in Computer Science or a related technical field.
● 5+ years of experience in SRE, SRE, Cloud Operations, Platform Engineering, or Production Engineering.
● 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.
● Experience with observability, Incident Management, On-Call operations, RCA, SLA, SLO, and production reliability practices.
● Strong analytical ability to define, manage, and improve operational KPIs and translate trends into measurable corrective actions.
● Excellent communication and cross-functional collaboration skills, particularly during customer-critical situations and production incidents.
● 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.
