Vendor Jobs

About The Position

Requirements

• Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.
• 10+ or more years of production support or service delivery experience.
• Experience working with a managed services vendor.
• ITIL Qualified & Expert knowledge of ITIL disciplines.
• Experience of managing 3rd parties and 3rd party delivered services.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

Nice To Haves

• High degree of self-motivation to work in a fast-paced dynamic environment.
• Strong communication skills are required to facilitate meetings with both technical and business audiences, often across multiple functional departments.
• Demonstrated understanding of various technologies (Java/J2EE, .Net, MQ, Mainframe, Telephony systems etc.)
• Experience with major database management systems, e.g. DB2, Oracle, and SQL Server.
• Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc), resulting in problem determination and restoration through thorough research and fact finding.
• Be able to exhibit decisiveness and good judgment, even in ambiguous circumstances.
• Experience supporting both proprietary and vendor developed or supported applications.
• Demonstrated successful completion of technical projects.
• Demonstrated proficiency working on all phases of SDLC.
• Able to exhibit decisiveness and good judgment, even in ambiguous circumstances.

Responsibilities

• Execute the enterprise SRE strategy, including SLOs, SLIs, error budgets, and reliability roadmaps.
• Establish reliability standards and practices across the applications, backend services, APIs, data platforms, and AI workloads.
• Drive a culture of reliability-by-design and operational excellence across engineering teams.
• Lead adoption of AIOps capabilities for proactive issue detection, alert noise reduction, and predictive failure prevention.
• Implement AI-assisted incident triage, automated runbooks, root-cause analysis, and self-healing systems.
• Partner with the AI Platform team to integrate LLMs and ML models into operational workflows (log summarization, anomaly detection, remediation).
• Own enterprise observability strategy across metrics, logs, traces, and user experience monitoring.
• Standardize tooling and practices using platforms such as AppD, DynaTrace, Datadog, Splunk, Prometheus, Grafana, OpenTelemetry.
• Deliver real-time dashboards and executive reporting on uptime, performance, latency, and error budgets.
• Lead enterprise incident response, escalation, and post-incident learning (blameless postmortems).
• Reduce MTTR, MTTD, and incident frequency through automation and preventive engineering.
• Establish runbooks, on-call models, and operational readiness reviews.
• Build, mentor, and lead global SRE teams & managers.
• Define SRE career paths, skill frameworks, and training programs.
• Foster a culture of learning, accountability, and continuous improvement.

Benefits

• medical
• dental
• vision coverage
• paid time off
• retirement savings options
• wellness programs