Senior SaaS Operations Engineer (IGT1)

About IGT1

IGT1 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, we partner with global businesses to provide them with an operation that maximizes efficiency, spurs growth, allows them to develop and deliver world-class product and services, and create long-term value. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 500 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. 

About the client: Sitecore 

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:

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 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.

Key Responsibilities:

• Execute standardized services from our service catalogue without supervision
• Execute non-standard changes based on level of expertise and prior experience
• Dispatch and check status of open service requests
• L2 Incident handling based both on existing troubleshooting guides and out of the box troubleshooting capabilities
• Play an active role in the incident management process
• Contribute to root cause analysis efforts
• Contribute to technical calls with customers
• Initiate collaboration with other engineering teams to deblock service delivery or incident resolution
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Track infrastructure project progress in collaboration with Manager, SaaS Operations Delivery
• Make active suggestions to improve quality of the work
• Make improvements to runbooks and/or create new runbooks under supervision of the Manager, SaaS Operations Delivery
• Mentorship of the Junior SaaS Operations Engineers
• To be able to execute non-standard changes based on level of expertise and prior experience. 

Preferred Skills and Experience:

• Microsoft Azure Administrator (AZ-104) Certification
• At least 2 more certifications in either Linux, AKS, Elastic or Redis
• 2-3 Years proven track record in Azure and/or AWS cloud technologies
• 2-3 Years experience with NoSQL databases like Redis, Elastic Search, etc.
• 2-3 Years experience in containerization and microservices technologies
• 1-2 Years experience with gitops tooling
• More than 3 years of experience with Linux and understanding of Linux based software stacks
• Kubernetes administration knowledge
• Hands-on experience with Kubernetes package management using Helm/Helm Charts will be considered a plus.
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty , etc.
• Experience as an L1 or L2 support engineer
• Knowledgeable about Infrastructure automation frameworks like Ansible, Terraform, etc.
• Knowledgeable about monitoring technologies
• Independent and 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

Note: The selected candidate will be working for the EU Time zone 

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time, we value the power of in-person collaboration to build community, spark innovation, and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP