We are hiring an experienced SRE leader to manage a global Incident Management team and drive operational excellence for this engagement. The role involves leading teams, handling complex incidents, and improving overall incident response strategy.
Responsibilities- Lead and mentor a team of SRE engineers (Level 7 ICs)
- Own end-to-end incident management operations across regions
- Establish and drive incident response processes and governance
- Ensure effective 16x7 delivery model across geographies
- Act as escalation point for critical incidents and stakeholder communication
- Drive continuous improvements in MTTM and operational efficiency
- Lead process enhancements, SOP creation, and knowledge transfer planning
Required Skills:
- Strong experience in SRE / Incident Management leadership
- Proven ability to manage high-impact, complex incidents
- Excellent communication, stakeholder management, and leadership skills
- Ability to drive alignment and influence cross-functional teams
Technical Skills:
- Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
- Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
- Strong focus on minimizing service downtime across environments
- Hands-on experience supporting both on-premise (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
- Solid understanding of networking concepts and system architecture
Skills Required
- Strong experience in SRE and incident management leadership
- Proven ability to manage high-impact, complex incidents
- Excellent communication, stakeholder management, and leadership skills
- Ability to drive alignment and influence cross-functional teams
- Experience using monitoring tools such as Datadog and Grafana
- Experience restoring services through restart, patching, or live issue remediation
- Hands-on experience supporting on-premises Linux environments and cloud platforms, primarily Azure with some GCP exposure
- Solid understanding of networking concepts and system architecture
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
