Senior Incident Optimization & Reliability Specialist - End-User Technology – Vice President

Citi — Chennai Tamil Nadu India

Position Information Position Information Job Title: Senior Incident Optimization & Reliability Specialist - End-User Technology Job Level: C-13 Department: Foundational Services - Production Operations Location: Chennai, India Must to have 10-16 years of proven experience in infrastructure operations, software engineering. Primarily as Incident Optimization specialist, as Site Reliability Engineer (SRE) for End-User Computing Position Summary 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. Applying core Site Reliability Engineering (SRE) principles, you will be responsible for maturing our observability posture, building automated incident remediation workflows, and achieving measurable reductions in operational toil. By focusing on intelligent event management, automation, and continuous improvement, you will enhance the reliability and performance of services that are critical to our end-users. This position offers the unique opportunity to shape the future of a highly reliable, automated enterprise environment. Key Responsibilities Incident & Alert Analysis: 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. Intelligent Event Management: Design, implement, and optimize rules for event correlation, de-duplication, and suppression on AIOps and event management platforms. Develop domain-specific correlation logic leveraging configuration management data and e

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