Senior Manager - Site Reliability Engineering (SRE)

Job DescriptionPosition: Senior Manager – Application Support Department: Information Technology Function: IT Services Reporting to: AVP, SRE Location: Gurgaon – HO Team Size: (As applicable) JOB SUMMARYThis role is responsible for end-to-end governance, coordination, and delivery of Application Support operations for business-critical systems. The position ensures service stability, adherence to SLAs/SLEs, and efficient incident, problem, and change management processes in collaboration with internal teams and external vendors. The role focuses on strong ITSM practices, vendor oversight, operational reporting, and driving major incident management (Sev1/Sev2) while ensuring continuous service improvement. KEY RESPONSIBILITIESIncident and Problem Management1. Drive and govern day-to-day production support operations for assigned applications.2. Lead Sev1/Sev2 triage calls, ensure timely business communication, and coordinate cross-functional actions until resolution.3. Manage incident ageing, backlog, trends, and publish dashboards/MIS for leadership review.4. Govern and track RCAs/RCCAs to closure and ensure reduction in repeat incidents.5. Co-lead the problem management process—identify patterns, raise problem tickets, and ensure long-term fixes with technical teams.Service Delivery & SLA Governance6. Ensure adherence to SLAs, SLEs, OLAs for all production and application support activities.7. Track and govern vendor performance, ensuring timely delivery and quality of service.8. Monitor operational hygiene—ticket quality, ageing, escalations, communication standards, and audit compliance.Stakeholder & Vendor Management9. Act as primary liaison with business stakeholders, IT teams, and partner vendors for issue resolution and updates.10. Coordinate with third-party vendors for escalations, performance reviews, and service improvements.11. Ensure transparent and timely communication regarding incidents, service disruptions, and performance trends.Monitoring & Operational Excellence12. Use enterprise monitoring tools (Dynatrace, AppDynamics, CloudWatch, etc.) to track application performance and proactively flag issues.13. Ensure continuous service improvement through analysis, process enhancements, and automation opportunities.14. Maintain knowledge bases, SOPs, checklists, and ensure readiness for audits and compliance.Reporting & Governance15. Publish dashboards for incident trends, application stability, SLA compliance, and operational metrics.16. Support governance forums—Weekly/Monthly service reviews, MIM bridge, Problem Review Board, etc.Team Enablement17. Work closely with internal support teams and partners, ensuring clarity in responsibilities and smooth issue handling.18. Mentor junior team members to strengthen ITSM discipline and operational maturity. MEASURES OF SUCCESS1. Reduction in repeat incidents and timely RCA closure.2. SLA/SLE compliance across incidents, service requests, and changes.3. Timely and accurate dashboards on incident ageing, trends, and MIS.4. Effective handling of Sev1/Sev2 major incidents with minimal business impact.5. Strong stakeholder satisfaction and improved communication experience.6. Vendor adherence to performance commitments and proactive issue management.7. Zero major audit findings related to incident/problem/change processes.8. Well-maintained documentation and knowledge bases. KEY RELATIONSHIPSInternal: IT Services, SRE, Application Teams, PMO, Business Users, Change Managers, Major Incident Managers External: IT Vendors, Managed Service Providers, Tool Partners KEY COMPETENCIES / SKILLS REQUIRED· Strong knowledge of ITSM concepts—Incident, Problem, Change, and Service Request Management· Proven experience in Production Support / Application Support operations· Experience handling and driving Sev1/Sev2 major incidents· Vendor management, SLA governance, and contract performance tracking· Strong communication, coordination, and stakeholder management skills· Working knowledge of monitoring tools (Dynatrace / New Relic / AppDynamics preferred)· Strong analytical capability for incident trends, dashboards, and reporting· Ability to manage cross-functional teams in a fast-paced environment· Good understanding of audit, compliance, and risk practices related to IT operations DESIRED QUALIFICATION & EXPERIENCE· Graduate/Postgraduate in Computer Science, IT, Engineering, or equivalent· 12–16 years of experience in Application Support / Production Support / IT Operations· Strong ITSM background with exposure to major incident and problem management· Certifications preferred: ITIL Foundation/Intermediate· Experience in working with enterprise applications, vendor ecosystems, and monitoring tools