Cloud Ops Engineer II

At Syndigo, we are looking for a Cloud Operations Engineer to support and maintain our global SaaS platform, ensuring high availability, performance, security, and operational excellence. In this role, you will be responsible for cloud infrastructure support, production monitoring, incident management, troubleshooting complex technical issues, and collaborating with cross-functional teams to deliver an exceptional customer experience. You will work with modern cloud technologies, open-source platforms, microservices architectures, and observability tools in a fast-paced production environment.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Provide production support, monitoring, and troubleshooting to maintain high availability and reliability of Syndigo's SaaS platform.
• Manage and support cloud infrastructure across AWS and Azure environments.
• Monitor and troubleshoot platform components running on Linux, Kubernetes, Docker Swarm, Elasticsearch, Kafka, Nginx, MSSQL, and related technologies.
• Investigate and resolve operational and technical issues while ensuring adherence to service levels and operational standards.
• Utilize monitoring, logging, and observability tools such as Grafana, ELK, Prometheus, Sensu, Zabbix, and Jenkins to identify and resolve issues proactively.
• Support incident, event, problem, capacity, backup, disaster recovery, security, and compliance management processes.
• Coordinate customer communications during maintenance activities, upgrades, hotfixes, and production incidents.
• Own and drive critical incident resolution, collaborating with Engineering, Product, Cloud Infrastructure, and Support teams.
• Perform root cause analysis (RCA) and implement corrective actions to prevent recurrence.
• Analyze application behavior, system performance, logs, APIs, and infrastructure metrics to identify improvements.
• Support onboarding, de-provisioning, backup, recovery, and environment administration activities.
• Create and maintain operational documentation, technical runbooks, reports, and knowledge articles.
• Participate in shift handovers and operational reviews to ensure smooth 24x7 service delivery.
• Identify opportunities for automation, monitoring enhancements, and continuous process improvement.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related discipline.
• 2+ years of experience in Cloud Operations, Production Support, Site Reliability, or Infrastructure Support roles.
• Experience supporting SaaS applications and production environments hosted on AWS and/or Azure.
• Strong experience with Linux administration and troubleshooting.
• Hands-on experience working with Kubernetes, Docker Swarm, Elasticsearch, Kafka, Nginx, MSSQL, IIS, or similar technologies.
• Experience using monitoring and log management tools such as Grafana, ELK, Prometheus, Sensu, Zabbix, or equivalent platforms.
• Familiarity with incident management, problem management, capacity planning, backup and disaster recovery processes.
• Experience troubleshooting REST APIs using tools such as Postman.
• Understanding of cloud IaaS and PaaS services and their operational management.
• Experience supporting large-scale production environments involving data imports, exports, and multi-tenant architectures.
• Familiarity with ticketing and service management platforms such as Jira Service Management, ServiceNow, or equivalent.
• Understanding of security, compliance, access management, and operational best practices within cloud environments.
• Strong analytical and problem-solving skills with the ability to diagnose complex technical issues.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaboratively in a fast-paced global environment.
• Exposure to Shell Scripting and Python is preferred.
• Customer-first mindset with strong ownership and accountability.
• Willingness to work in a 24x7 rotational shift environment from Bangalore.