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Senior Incident Optimization & Reliability Specialist - End-User Technology – Vice President
On-site · Chennai, Tamil Nadu, India
Job Summary
Senior Incident Optimization & Reliability Specialist serves as a bridge between the Technology Incident Optimization Program and End-User Technology domains, driving incident reduction through observability maturation, automated remediation workflows, and intelligent event management. Responsibilities include analyzing alert patterns, designing event correlation and suppression rules on AIOps platforms, building self-healing automation to reduce toil, maturing observability through telemetry, logging, and tracing, defining and applying SRE practices (SLOs, continuous improvement), and collaborating with end-user services, engineering, and platform teams to improve reliability of critical end-user services (cloud desktop infrastructure, Microsoft 365 tools, content management, and conferencing/video platforms). The role requires hands-on technical expertise and a data-driven mindset to shape the future state of automated enterprise environments, with a focus on reducing operational noise and improving service reliability.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field
- 8+ years of hands-on experience in IT operations, end-user computing, or a related field
- Proven experience in incident reduction and operational excellence
- Direct, hands-on experience with modern AIOps and enterprise event management platforms (e.g., BigPanda)
- Deep understanding of end-user technology ecosystems (e.g., VMware-hosted cloud desktop infrastructure, Microsoft 365 suite, SharePoint, and collaboration platforms)
- Experience with scripting and automation (e.g., Python, PowerShell) and IaC
- Strong analytical and problem-solving skills
- Excellent communication and cross-functional collaboration skills
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