SaaS Operations Engineer (IGT1 Lanka: Sitecore)

Company Description

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

Job Description

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the Role/ The Opportunity:

You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.

You will be coached in these efforts by a technical lead.

You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from level 1 and level 3 support.

As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Execute standardized services from our service catalogue without supervision
• L2 Incident handling based on existing troubleshooting guides
• Play an active role in the incident management process
• Contribute to root cause analysis effort
• Reply to customer requests via ticketing tool
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Collaborate with other engineering teams to deblock service delivery or incident resolution
• Can be counted on to delivery qualitative work
• Make improvements to runbook under supervision of the Manager, SaaS Operations Delivery

This job requires the candidate do work for a NA Shift from Monday to Friday

Qualifications

• Microsoft Azure Fundamentals (AZ-900) Certification
• At least 1 more certification in Linux, AKS, Elastic or Redis
• 1-2 Years proven track record in Azure and/or AWS cloud technologies
• 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
• 1-2 Years experience in containerization and microservices technologies
• 2-3 Years of experience with Linux and understanding of Linux based software stacks
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.
• Bachelors degree preffered 
• Experience as an L1 or L2 support engineer
• Out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Focused on customer success
• Be a team player
• Attention to detail

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid