Service Operations Specialist

JOB OVERVIEW

JOB TITLE

Service Operations Architect

LOCATION

Offshore

ENGAGEMENT TYPE

Multiple concurrent enterprise engagements across healthcare, public-sector and AI/cloud platforms

GENERAL JOB DESCRIPTION

Operational Excellence and SRE lead for hybrid environments. Owns service reliability across traditional 3-tier stacks (IIS / Tomcat / MS SQL), cloud-native Kubernetes microservices, and GPU-accelerated AI inference workloads. Drives ITIL v4 + SRE practices, SLA adherence, DR readiness and observability.

DUTIES & RESPONSIBILITIES

• Define and govern incident, problem, change and release management aligned to client SLAs.
• Own DR plan execution and failover/failback runbooks using VMware Site Recovery Manager, Velero and multi-region cloud strategies.
• Design observability across application, database, integration, microservices and GPU tiers (Grafana, Prometheus, ELK, Zabbix, Azure Monitor).
• Lead post-incident reviews and continuous improvement.
• Ensure compliance with security baselines, patching cadence and access controls.
• Drive automation (Ansible, Terraform, PowerShell, Bash) for operational and routine maintenance.
• Coordinate Level-1, Level-2 and Level-3 teams across concurrent engagements.
• Produce monthly operations and SLA reports.

SKILLS & ABILITIES

• Strong ITIL v4 and SRE practice expertise.
• Hands-on with IIS, Tomcat, Windows Server and Linux administration.
• Strong Kubernetes operations (AKS / EKS / GKE / on-prem); Rafay or other managed-K8s platforms a plus.
• Observability stacks: Grafana, Prometheus, ELK, Zabbix, Azure Monitor / App Insights.
• Familiarity with GPU operations: NVIDIA DCGM, GPU scheduling, inference service reliability.
• DR / BCP design including VMware vSphere + Site Recovery Manager.
• Infrastructure-as-Code (Terraform, Ansible).

POTENTIAL BACKGROUND

• Bachelor's in CS / Engineering or related.
• 8+ years in service operations / SRE with at least 3 years leading a 24x7 service.
• Exposure to healthcare, public-sector or AI/cloud platforms preferred.
• ITIL v4 certification preferred; CKA/CKAD a plus.

PREFERRED TOOLS / SOFT SKILLS

Preferred tools:

• ServiceNow, Jira Service Management
• Grafana, Prometheus, ELK, Zabbix, Azure Monitor
• VMware vSphere, Site Recovery Manager
• Kubernetes (AKS / EKS / GKE), Helm
• Rafay (managed K8s), NVIDIA DCGM
• Terraform, Ansible, PowerShell, Bash

Soft skills:

• Calm under pressure
• Structured incident commander
• Strong written and verbal reporting
• Customer-obsessed mindset