Senior SRE Engineer (CONTRACT / CONTRACT TO HIRE)

Location: Bengaluru, India (Hybrid)

About the Position

At Reltio®, we believe data should fuel business success. Our AI-powered data unification and management capabilities transform siloed data from disparate sources into unified, trusted, and interoperable data. We are looking for a highly motivated Senior SRE Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.

About the Role

We are seeking a Senior SRE Engineer to join our 24×7 follow-the-sun SRE team supporting Customer Enablement (CE). This role aims to 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.

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.

Requirements

• Engineering degree in Computer Science or a related technical field.
• 5+ years of experience in 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 Jenkins, 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.

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.

We Offer

• Opportunity to work in a dynamic and innovative environment.
• Be part of a global team that values collaboration and excellence.
• Competitive contract terms and potential for conversion to full-time.

About the Company

At Reltio, we believe data should fuel business success. Our AI-powered data unification and management capabilities transform siloed data from disparate sources into unified, trusted, and interoperable data. 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.

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!

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.