Senior Incident Optimization & Reliability Specialist - End-User Technology – Vice President

Position Information

• Position Information

• Job Title: Senior Incident Optimization & Reliability Specialist - End-User Technology
• Job Level: C-13
• Department: Foundational Services - Production Operations
• Location: Chennai, India

Must to have 10-16 years of proven experience in infrastructure operations, software engineering. Primarily as Incident Optimization specialist, as Site Reliability Engineer (SRE) for End-User Computing

Position Summary

The Senior Incident Optimization & Reliability Specialist serves as a critical bridge between our Technology Incident Optimization Program and the core End-User Technology domains, including cloud desktop infrastructure, Microsoft productivity tools, content management, and conference/video platforms. This role demands deep technical expertise combined with a strategic, data-driven mindset to drive tactical incident reduction while architecting the future state of intelligent event management and automation for end-user services.

Applying core Site Reliability Engineering (SRE) principles, you will be responsible for maturing our observability posture, building automated incident remediation workflows, and achieving measurable reductions in operational toil. By focusing on intelligent event management, automation, and continuous improvement, you will enhance the reliability and performance of services that are critical to our end-users. This position offers the unique opportunity to shape the future of a highly reliable, automated enterprise environment.

Key Responsibilities

• Incident & Alert Analysis: Conduct comprehensive analysis of alert and incident patterns to identify top sources of operational noise, determine root causes, and develop data-driven strategies for reduction.
• Intelligent Event Management: Design, implement, and optimize rules for event correlation, de-duplication, and suppression on AIOps and event management platforms. Develop domain-specific correlation logic leveraging configuration management data and end-user service topology.
• Automation & Toil Reduction: Architect and develop automation playbooks for incident data enrichment and create self-healing capabilities to reduce manual intervention (toil) for common and recurring end-user technology incident scenarios.
• Observability Maturity: Assess the current observability footprint across all end-user technology domains. Identify gaps and drive enhancements in telemetry, logging, and tracing to provide deeper insights and enable proactive issue detection.
• Apply SRE Principles: Champion and apply core SRE practices to systematically improve service reliability. This includes contributing to the definition of Service Level Objectives (SLOs), using a data-driven approach to continuous improvement.
• Cross-Functional Collaboration: Partner closely with end-user services, engineering, and platform teams to understand incident drivers, validate correlation logic, and provide expert guidance on event management and reliability best practices.
• Quality Assurance: Continuously validate the effectiveness of implemented rules and automation to ensure no business-impacting alerts are missed. Monitor and report on alert quality metrics and lead iterative improvements.

Required Qualifications

• Education: Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field.
• Experience: A minimum of 8+ years of hands-on experience in IT operations, end-user computing, or a related field, with proven experience in incident reduction and operational excellence.
• Event Management & Incident Reduction: Demonstrated success in leading event management and incident reduction initiatives with quantifiable results. Direct, hands-on experience with modern AIOps and enterprise event management platforms (e.g., BigPanda) is required.
• Technical Expertise:
  • Deep understanding of end-user technology ecosystems, including VMWare-hosted cloud desktop infrastructure, Microsoft 365 suite (Teams, Outlook, Office), SharePoint, and collaboration platforms.
  • Expertise with a broad range of domain-specific monitoring and observability tools.
• Automation & Orchestration: Hands-on experience developing robust automation solutions using scripting languages (e.g., Python, PowerShell) and modern automation frameworks to reduce manual tasks.
• Data Analysis: Proficiency in log analysis, pattern recognition, and using query languages for data analysis on log aggregation platforms.
• Problem-Solving & Analytical Skills: Excellent analytical abilities with a systematic approach to troubleshooting complex issues and a holistic view of technology systems.
• Communication & Leadership: Exceptional communication skills with the ability to influence and collaborate effectively across diverse, cross-functional teams.

Preferred Qualifications

• An advanced degree (Master's) in a relevant technical field.
• Relevant industry certifications (e.g., Microsoft 365, VMWare, ITIL).
• Experience with Site Reliability Engineering (SRE) practices and applying them in an enterprise context.
• Knowledge of ITSM platforms, CMDB management, and infrastructure-as-code (IaC) principles.
• Familiarity with financial services regulatory requirements.

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