Site Reliability Engineering Manager

Quest Global

Chennai

On-site

INR 4,000,000 - 7,000,000

Full time

11 days ago

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Job summary

Quest Global in Chennai, India invites an experienced Technical Lead / SRE Operations Manager to drive API adoption, reliability, and cloud operations for our telematics platforms. You will bridge business stakeholders, customers, dealers, and engineering teams to deliver scalable, secure, and observable services.

You will own incident management, SLIs/SLOs, ITSM governance, and lead Tier-2 support while mentoring engineers and coordinating across Product, Engineering, DevOps, and Support teams

Qualifications

Proven experience in SRE/DevOps leadership.
Strong AWS and cloud infrastructure knowledge.
Experience with API ecosystems and ITSM processes.
Excellent incident management and postmortems.
Ability to mentor Tier-2 engineers and collaborate with multiple teams.

Responsibilities

Own API adoption, reliability, and platform performance.
Lead SRE operations and define SLIs/SLOs.
Manage Tier-2 production incidents and communications.
Oversee cloud infra on AWS and containerized environments.
Drive ITSM governance and ServiceNow processes.
Lead Snowflake data sharing governance and security.

Skills

SRE / DevOps

Cloud Operations

API adoption & integration

ITSM & ServiceNow

Team leadership

Incident management

Observability & monitoring

AWS

Docker

Kubernetes

Tools

Prometheus

Grafana

CloudWatch

Terraform

Jenkins

Jira

Confluence

Job description

Job Description:

Job Requirements

At Quest Global, it’s not just what we do but how and why we do it that makes us different. With over 25 years as an engineering services provider, we believe in the power of doing things differently to make the impossible possible. Our people are driven by the desire to make the world a better place—to make a positive difference that contributes to a brighter future. We bring together technologies and industries, alongside the contributions of diverse individuals who are empowered by an intentional workplace culture, to solve problems better and faster.

We are known for our extraordinary people who make the impossible possible every day. Questians are driven by hunger, humility, and aspiration. We believe that our company culture is the key to our ability to make a true difference in every industry we reach. Our teams regularly invest time and dedicated effort into internal culture work, ensuring that all voices are heard.

We are looking for an experienced Technical Lead / SRE Operations Manager to drive the adoption, operational support, reliability, and continuous improvement of enterprise telematics APIs and cloud-based platforms.

The ideal candidate will combine expertise in Site Reliability Engineering (SRE), DevOps, Cloud Operations, API Ecosystems, ITSM, ServiceNow, Team Management, and Customer Support Operations. This individual will serve as the primary bridge between business stakeholders, customers, dealers, product teams, and engineering teams, ensuring seamless API adoption, operational excellence, and platform reliability.

The role includes ownership of API support operations, incident management, SLA compliance, Snowflake data-sharing governance, observability, and Tier-2 support leadership.

Key Responsibilities

API Adoption & Business Enablement

Define and document business requirements for new telematics API capabilities.
Drive API adoption programs for customers, dealers, and partners.
Lead field follow-up programs for new API releases and enhancements.
Provide consulting on API utilization strategies and best practices.
Gather customer feedback and drive improvements to API reliability and usability.
Manage dealer and customer communication regarding API updates and releases.

Site Reliability Engineering (SRE)

Own platform reliability, scalability, availability, and operational excellence.
Ensure compliance with SLOs, SLAs, and SLIs.
Improve observability, monitoring, alerting, and incident response processes.
Drive automation initiatives to reduce operational toil.
Conduct resilience testing and reliability assessments.
Lead postmortem reviews and root cause analysis activities.

Production Support & Incident Management

Act as Tier-2 escalation lead for major incidents and service disruptions.
Manage production support operations and stakeholder communications.
Coordinate incident resolution across development, operations, and infrastructure teams.

Track and monitor service performance metrics.
Drive proactive problem management initiatives.

Cloud & Infrastructure Operations

Support large-scale cloud-native telematics platforms.
Manage and optimize AWS cloud infrastructure.
Collaborate with development teams on deployment, performance optimization, and operational readiness.
Support containerized environments and microservices architectures.

Service Management & Governance

Manage ticket assignments and SLA compliance within ServiceNow.
Drive ITSM best practices across support operations.
Ensure proper escalation management and operational governance.
Maintain support documentation, runbooks, and knowledge repositories.

Snowflake Data Sharing Governance

Lead customer and dealer Snowflake data-sharing initiatives.
Manage business approvals and stakeholder sign-offs.
Establish governance frameworks for secure data-sharing programs.
Ensure alignment with compliance and security requirements.

Leadership & Team Management

Mentor and guide Tier-2 Engineers and Operations teams.
Participate in sprint planning and release readiness reviews.
Foster operational excellence and continuous improvement culture.
Coordinate across Product, Engineering, DevOps, SRE, and Support teams.

We wholeheartedly believe in the diversity of thought that comes with fostering a culture rooted in respect, where everyone belongs, is valued, and feels inspired to share their ideas. We know embracing our unique differences makes us better, and that solving the worlds hardest engineering problems requires diverse ideas, perspectives, and backgrounds. We shine the brightest when we tap into the many dimensions that thrive across over 21,000 difference-makers in our workplace.

Work Experience

Site Reliability Engineering