Head - SRE & Production Support

Job Title: Head of SRE (Site Reliability Engineering) & Application Support Location: Thane Reports to: Sr VP Delivery head Department: Engineering Type: Full-Time Job Summary: We are seeking a seasoned leader for our SRE & Application Support division, overseeing the reliability, scalability, and efficient operation of our martech tools built on open-source frameworks. This role will play a key part in maintaining the operational stability of our products on NetcoreCloud infrastructure, ensuring 24/7 availability, and driving incident management. The ideal candidate will combine strong leadership abilities with a deep understanding of site reliability, automation, performance monitoring, and application support, delivering world-class service to our clients and partners. Key Responsibilities: SRE Leadership & Strategy: - Lead the Site Reliability Engineering (SRE) team to design and implement robust systems ensuring uptime, scalability, and security. - Develop and maintain strategies for high availability, disaster recovery, and capacity planning of all Martech tools. - Advocate and apply the principles of automation to eliminate repetitive tasks and improve efficiency. - Establish and refine Service Level Objectives (SLOs), and Service Level Agreements (SLAs) in collaboration with product and engineering teams. Application Support: - Oversee and lead the Application Support Team responsible for maintaining the health and performance of customer-facing applications built on the NetcoreCloud platform. - Develop processes and Debugging procedures to ensure quick resolution of technical issues, and serve as an escalation point for critical incidents. - Ensure all incidents are triaged and handled efficiently, with proper root cause analysis and follow-up post-mortems for critical incidents. - Manage the implementation of monitoring tools and log management systems to detect, alert, and respond to potential issues proactively. Collaboration and Cross-Functional Leadership: - Work closely with Sales, CSM, Customer Support, development, QA, and DevOps teams. - Collaborate with stakeholders to drive a culture of continuous improvement by identifying and eliminating potential risks and issues in the system. - Be involved in PI (Program Increment) planning to align with product roadmaps, making sure reliability is factored into new feature development. Team Management & Development: - Recruit, mentor, and manage the SRE and Application Support Team, fostering a high-performance and collaborative environment. - Conduct regular performance reviews, provide feedback, and support professional development within the team. Innovation and Open-Source Contribution: - Lead initiatives to improve the open-source frameworks utilized in the martech stack, contributing to the open-source community as needed. - Stay current with emerging technologies, tools, and best practices in site reliability, automation, and application support. Requirements: Experience: - 8+ years of experience in SRE, DevOps, or Application Support roles, with at least 3 years in a leadership position. - Proven track record of managing systems on open-source frameworks and cloud platforms such as NetcoreCloud or similar. - Demonstrated expertise in incident management, post-mortem analysis, and improving mean time to recovery (MTTR). - Strong experience in monitoring tools (Prometheus, Grafana, or similar), logging frameworks, and automation tools (Terraform, Ansible). Technical Skills: - Hands-on experience with Linux/Unix environments, cloud services (AWS, GCP, NetcoreCloud). - Proficiency in scripting and coding (Python, Php, Golang, Java, or similar languages) for automation purposes. - Solid understanding of CI/CD pipelines, version control (Git), and Alert & Application monitoring tools. Leadership & Soft Skills: - Proven leadership skills, with experience in team building, mentorship, and fostering a culture of accountability. - Strong interpersonal and communication skills, with the ability to interface effectively with technical and non-technical stakeholders. - Ability to manage multiple projects simultaneously, prioritize tasks, and work under pressure to meet deadlines. Preferred Qualifications: - Experience in the martech, Digital Marketing domain or working with large-scale, customer-facing SaaS applications. - Certification in SRE, DevOps, or cloud platforms (AWS, GCP). - Good application debugging skills, Product feature understanding skills. Why Join Us- Be a part of an innovative and forward-thinking organization that values technology and continuous improvement. - Work with cutting-edge open-source frameworks and cloud technologies., SAAS Product. - Leadership opportunities with a direct impact on our customers and product success.