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Protocol Intelligence
Data-driven signals on your job's competitivenessHigh due to Tier-1 brand, metro Bangalore, mid-level generalist SRE role with broad skill requirements.
Medium because core SRE and ITSM skills transfer across industries, though retail experience is preferred.
High because the JD specifies 5-9 years, 3+ years leadership, ITIL/ServiceNow and SRE/tooling mandates.
Job Description
Structured overview of role & requirementsAbout This Role
Own the implementation and continuous improvement of ITIL incident, problem, and change management processes including SLA monitoring and root cause analysis.
Lead critical incident response and command centre operations to ensure rapid outage mitigation and stakeholder communication.
Drive operational analytics and automation initiatives using AI Ops, LLM-based tools, and observability platforms like Grafana and Prometheus to improve infrastructure reliability.
Minimum Requirements
Bachelor's degree in Computer Science or related field (BS/BE/BTech) or equivalent practical experience.
5-9 years of experience in IT service management, operations, or IT leadership with 3+ years leading global cross-functional teams.
Hands-on experience with ITSM tools (ServiceNow), observability tools (Grafana, Prometheus), and collaboration tools (JIRA, Confluence).
Work Location: Bangalore, India; Work Experience Required: 5-9 years in relevant IT operations/management roles.
Ideal Candidate Profile
Experienced leader capable of managing global, cross-functional teams in high-pressure command centre environments.
Strong IT Operations, SRE, and ITSM domain expertise combined with practical knowledge of AIOps, automation, and observability tooling.
Able to deliver data-driven operational improvements and collaborate effectively with engineering, product, and business stakeholders across retail technology contexts.