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Senior Incident Optimization & Reliability Specialist - End-User Technology

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Citi

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Location:
India , Chennai

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

The Senior Incident Optimization & Reliability Specialist serves as a critical bridge between our Technology Incident Optimization Program and the core End-User Technology domains, including cloud desktop infrastructure, Microsoft productivity tools, content management, and conference/video platforms. This role demands deep technical expertise combined with a strategic, data-driven mindset to drive tactical incident reduction while architecting the future state of intelligent event management and automation for end-user services.

Job Responsibility:

  • Conduct comprehensive analysis of alert and incident patterns to identify top sources of operational noise, determine root causes, and develop data-driven strategies for reduction
  • Design, implement, and optimize rules for event correlation, de-duplication, and suppression on AIOps and event management platforms
  • Architect and develop automation playbooks for incident data enrichment and create self-healing capabilities to reduce manual intervention (toil)
  • Assess the current observability footprint across all end-user technology domains
  • Champion and apply core SRE practices to systematically improve service reliability
  • Partner closely with end-user services, engineering, and platform teams to understand incident drivers, validate correlation logic, and provide expert guidance
  • Continuously validate the effectiveness of implemented rules and automation to ensure no business-impacting alerts are missed

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related technical field
  • A minimum of 8+ years of hands-on experience in IT operations, end-user computing, or a related field, with proven experience in incident reduction and operational excellence
  • Demonstrated success in leading event management and incident reduction initiatives with quantifiable results
  • Direct, hands-on experience with modern AIOps and enterprise event management platforms (e.g., BigPanda)
  • Deep understanding of end-user technology ecosystems, including VMWare-hosted cloud desktop infrastructure, Microsoft 365 suite (Teams, Outlook, Office), SharePoint, and collaboration platforms
  • Expertise with a broad range of domain-specific monitoring and observability tools
  • Hands-on experience developing robust automation solutions using scripting languages (e.g., Python, PowerShell) and modern automation frameworks
  • Proficiency in log analysis, pattern recognition, and using query languages for data analysis on log aggregation platforms
  • Excellent analytical abilities with a systematic approach to troubleshooting complex issues
  • Exceptional communication skills with the ability to influence and collaborate effectively across diverse, cross-functional teams

Nice to have:

  • An advanced degree (Master's) in a relevant technical field
  • Relevant industry certifications (e.g., Microsoft 365, VMWare, ITIL)
  • Experience with Site Reliability Engineering (SRE) practices and applying them in an enterprise context
  • Knowledge of ITSM platforms, CMDB management, and infrastructure-as-code (IaC) principles
  • Familiarity with financial services regulatory requirements

Additional Information:

Job Posted:
April 16, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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