Senior SRE Engineer (CONTRACT CONTRACT TO HIRE)

Contract duration: 12 months

Role: Senior SRE Engineer Customer Enablement & 247 Operations

Location: Bengaluru India (Hybrid)

About Reltio

At Reltio we believe data should fuel business success. Reltios AI-powered data unification and management capabilitiesencompassing entity resolution multi-domain master data management (MDM) and data productstransform siloed data from disparate sources into unified trusted and interoperable data. The Reltio Connected Data Platform delivers interoperable data where and when its needed empowering data and analytics leaders with unparalleled business responsiveness. Leading enterprise brandsacross multiple industries around the globerely 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 youre 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 lets talk!

About the Role

We are looking for a highly motivated Senior SRE Engineer Customer Enablement & 247 Operations to join our global Cloud Platform role will be part of a 247 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 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 ManagementOn-Call operations and internal RCA governancewhile 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 247 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 247 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 247 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 247 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.