Senior SRE Engineer (CONTRACT / CONTRACT TO HIRE)

Role overview

Senior SRE Engineer (CONTRACT / CONTRACT TO HIRE) at Reltio

We are looking for a highly motivated Senior SRE Engineer – Customer Enablement & 24×7 Operations to join our global Cloud Platform organization.This role will be part of a 24×7 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 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.

Employment details

• Location: Bengaluru, India (Hybrid)
• About Reltio
• At Reltio®, we believe data should fuel business success.
• Reltio’s AI-powered data unification and management capabilities—encompassing entity resolution, multi-domain master data management (MDM), and data products—transform siloed data from disparate sources into unified, trusted, and interoperable data.
• The Reltio Connected Data Platform™ delivers interoperable data where and when it's needed, empowering data and analytics leaders with unparalleled business responsiveness.
• 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.
• 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 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!
• Location: Bangalore

About the employer

• The team is focused on delivering an exceptional customer experience through a KPI-driven, 24×7 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 24×7 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 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.'
• 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 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 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.

Additional role details

• Role Type: On Contract / Contract to hire
• Contract duration: 12 months
• Role: Senior SRE Engineer – Customer Enablement & 24×7 Operations