Senior Site Reliability Engineer at MyOperator - VoiceTree Technologies · Remote only · 3 - 6 years · ₹15L - ₹20L / yr · Bootstrapped · Remote only · Posted 14 Jul 2026
Amazon Web Services (AWS)
grafana
KubernetesAbout MyOperator
MyOperator is a Business AI Operator platform that enables businesses, teams, and AI agents to work together seamlessly for customer operations such as Sales, Support, Escalations, Feedback, and Refund processes. With 12,000+ businesses using our platform, we operate at meaningful scale and power mission-critical communication workflows including voice bots, WhatsApp automation, and intelligent call routing.
We are building for reliability, speed, and impact. MyOperator values ownership, critical thinking, and execution. This is a high-expectation, high-learning environment where engineers are empowered to solve complex problems and build systems that directly affect customer outcomes.
Role Overview
We are looking for a skilled and proactive Site Reliability Engineer (SRE) to take end-to-end ownership of production reliability, observability, and performance engineering across MyOperator’s AI-powered communication infrastructure.
This role is not operational-only — it requires strong system design thinking, deep troubleshooting ability, and a production ownership mindset. You will define reliability standards, build observability frameworks, lead incident response, and drive SLO-based engineering practices across distributed AWS and Kubernetes environments.
Key Responsibilities
- Own production reliability, uptime, latency, and error budgets across critical services.
- Design and manage production-grade monitoring using Grafana, VictoriaMetrics (Prometheus), and PromQl, AWS CloudWatch.
- Define and enforce SLIs, SLOs, and SLA thresholds for AI communication systems (voice bots, WhatsApp APIs, call routing).
- Build real-time operational dashboards for incident response, capacity planning, and leadership visibility.
- Implement end-to-end distributed tracing using OpenTelemetry (OTEL Collector).
- Design and maintain centralized logging with strong correlation between logs, metrics, and traces.
- Create SLO-based alerting systems with minimal noise and fast incident detection.
- Lead incident response lifecycle: alert triage, mitigation, RCA documentation, and preventive improvements.
- Drive MTTR reduction through structured monitoring, automation, and reliability engineering practices.
- Monitor and troubleshoot AWS EKS (Kubernetes) production workloads.
- Instrument and monitor LLM API integrations, AI inference pipelines, and messaging systems.
- Analyze logs using OpenSearch / ELK for anomaly detection and root cause identification.
- Automate operational workflows using Python or Bash to eliminate manual toil.
- Drive performance optimization, scalability improvements, and capacity planning.
- Collaborate with engineering teams to instrument new services from day one.
Required Skills & Qualifications
- 3–6 years of experience in Site Reliability Engineering, DevOps, or Platform Engineering roles.
- Hands-on experience with:
- VictoriaMetrics / Prometheus (time-series monitoring)
- Grafana dashboards and visualization
- PromQL for writing complex queries and alerts
- Experience implementing distributed tracing using OpenTelemetry (Mandatory).
- Strong experience with centralized logging systems (ELK / OpenSearch / Loki).
- Experience with alerting frameworks such as Alertmanager or Grafana Alerts.
- Strong understanding of SLIs, SLOs, SLA design, and reliability engineering principles.
- Hands-on experience managing AWS production workloads (EC2, RDS, ELB, CloudWatch, IAM).
- Experience with Kubernetes (AWS EKS preferred).
- Familiarity with CI/CD pipelines and automation tools.
- Good understanding of Linux systems, networking, and cloud infrastructure.
- Experience handling production incidents and participating in on-call rotations.
- Ability to automate operational tasks using Python or Bash.
Good to Have
- Experience with OpenSearch / ELK log pipelines and anomaly detection.
- Kubernetes monitoring (pod health, node metrics, autoscaling behavior).
- CI/CD observability integration (Jenkins, GitHub Actions).
- Experience in monitoring LLM APIs and AI inference pipelines.
- Familiarity with MLOps or AI observability tools (Arize, WhyLabs, etc.).
- Service mesh exposure (Istio).
- Infrastructure as Code (Terraform, CloudFormation).
- Experience with chaos engineering or load testing tools.
- Multi-cluster or multi-region architecture exposure.
Key Expectations
- Ownership of production systems and high availability.
- Strong troubleshooting and debugging skills.
- Focus on automation and reliability improvements.
- Proactive approach to incident prevention.
- Ability to reduce alert noise and improve signal quality.
- Data-driven approach to reliability engineering.
This Role Is Not For
- Candidates with purely development experience and no production ownership.
- Candidates without real incident response or on-call experience.
- Freshers or candidates with less than 3 years of experience.
Shubham Vishwakarma
Full Stack Developer - Averlon
About MyOperator - VoiceTree Technologies
About
MyOperator is a Business AI Operator and a category leader that unifies WhatsApp, Calls, and AI-powered chat & voice bots into one intelligent business communication platform.
Unlike fragmented communication tools, MyOperator combines automation, intelligence, and workflow integration to help businesses run WhatsApp campaigns, manage calls, deploy AI chatbots, and track performance — all from a single no-code platform.
Trusted by 12,000+ brands including Amazon, Domino's, Apollo, and Razorpay, MyOperator enables faster responses, higher resolution rates, and scalable customer engagement.
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We are looking for an experienced SRE / DevOps Engineer with strong expertise in production support, site reliability engineering, cloud infrastructure, automation, and monitoring. The candidate should have experience maintaining highly available systems, troubleshooting production issues, and improving infrastructure reliability and performance.
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- Cloud Infrastructure (AWS / Azure / GCP)
- Kubernetes and Docker
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- Monitoring and Observability
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- Incident Management and Root Cause Analysis
Key Responsibilities
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Key Responsibilities
Platform Monitoring and Reliability
- Monitor the health and performance of EDM’s advertiser, publisher, broker, and internal platforms.
- Maintain monitoring, alerting, logging, and system-health dashboards.
- Investigate platform outages, degraded performance, failed transactions, delayed data, and integration errors.
- Respond to production incidents and coordinate resolutions with the appropriate engineers and vendors.
- Perform root-cause analysis and document corrective and preventive actions.
- Help maintain defined uptime, response-time, recovery-time, and system-reliability targets.
- Identify recurring problems and recommend permanent solutions.
Cloud Infrastructure and Systems Operations
- Maintain and support cloud infrastructure, servers, databases, networks, storage, and production environments.
- Support development, staging, and production environments.
- Assist with infrastructure scaling, system upgrades, patching, backups, and disaster recovery.
- Monitor cloud usage and help control infrastructure and technology costs.
- Maintain access controls, service accounts, certificates, domain configurations, and environment variables.
- Ensure production systems are properly documented and recoverable.
Deployment and Release Support
- Support safe and consistent application deployments.
- Maintain or improve continuous integration and deployment workflows.
- Coordinate release schedules, deployment validation, rollback procedures, and post-release monitoring.
- Help engineering teams identify configuration or infrastructure problems before releases reach production.
- Maintain deployment documentation, technical checklists, and change logs.
- Reduce manual deployment work through automation.
API and Integration Support
- Monitor and troubleshoot third-party APIs, webhooks, postbacks, dialer connections, CRM integrations, payment systems, tracking platforms, and compliance services.
- Investigate failed lead deliveries, missing postbacks, duplicate records, delayed reporting, and authentication problems.
- Support ping-post, real-time bidding, call-routing, SIP, and data-transfer workflows.
- Work with advertisers, publishers, and vendors to diagnose technical integration problems.
- Create clear documentation for common integration methods and troubleshooting procedures.
- Develop alerts that identify integration failures before clients report them.
Call and Lead Operations
- Monitor call-routing, tracking, recording, attribution, and disposition systems.
- Investigate calls that fail to route, connect, record, track, or report correctly.
- Support number provisioning, routing rules, caps, schedules, geographic restrictions, buyer availability, and failover logic.
- Validate that leads, calls, and transactions are properly attributed to the correct advertiser, publisher, campaign, and payout.
- Assist with discrepancies involving call duration, billable events, conversions, payouts, and reporting.
- Help protect revenue by identifying technical leakage and delivery failures.
Data and Reporting Support
- Monitor data pipelines, scheduled jobs, reporting processes, and database performance.
- Investigate discrepancies between platform reporting, billing records, payment records, and third-party systems.
- Write and maintain database queries for troubleshooting, validation, and operational reporting.
- Assist with data corrections using controlled and documented procedures.
- Support dashboards and operational alerts for revenue, margin, consumption, conversion, and platform activity.
- Maintain appropriate controls around production data access and modification.
Security and Access Management
- Support role-based access controls, multifactor authentication, audit logging, encryption, and secure system configuration.
- Provision and remove employee, contractor, client, and vendor access.
- Monitor suspicious activity and report potential security incidents.
- Assist with vulnerability remediation, security reviews, access audits, and incident-response procedures.
- Protect consumer, advertiser, publisher, employee, and company information.
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Automation and Process Improvement
- Automate repetitive operational tasks using scripts, workflows, APIs, and infrastructure tools.
- Reduce manual work associated with monitoring, deployments, reporting, reconciliation, onboarding, and support.
- Build internal tools that improve visibility and response times.
- Identify operational bottlenecks that affect revenue, margin, client satisfaction, or employee productivity.
- Maintain clear runbooks and standard operating procedures for recurring technical tasks.
Technical Support and Documentation
- Serve as an escalation point for complex platform and integration issues.
- Translate technical problems into clear explanations for nontechnical teams.
- Create and maintain architecture diagrams, system inventories, runbooks, troubleshooting guides, and incident reports.
- Track incidents and technical requests through completion.
- Document known issues, temporary workarounds, permanent resolutions, and system dependencies.
- Participate in an on-call rotation for urgent production incidents.
First 90-Day Priorities
The successful candidate will be expected to:
- Learn EDM’s platforms, infrastructure, integrations, call-routing systems, reporting processes, and revenue workflows.
- Document critical systems, dependencies, credentials ownership, vendor contacts, and escalation procedures.
- Review existing monitoring, alerting, backups, access controls, and deployment procedures.
- Establish baseline metrics for uptime, incident volume, response time, recovery time, deployment success, and integration failures.
- Resolve high-priority recurring production and integration issues.
- Improve alerting for call-routing failures, API errors, delayed data, failed jobs, and reporting discrepancies.
- Create runbooks for the company’s most common and highest-risk technical incidents.
- Identify at least three meaningful automation or cost-saving opportunities.
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Performance Expectations
Success will be measured by:
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- API, postback, webhook, and call-routing reliability
- Reporting and data accuracy
- Backup and recovery readiness
- Quality of technical documentation
- Security and access-control compliance
- Reduction in manual operational work
- Infrastructure costs relative to platform volume
- Responsiveness to internal teams, clients, and technical partners
Required Qualifications
- Three or more years of experience in operations engineering, DevOps, site reliability engineering, cloud infrastructure, systems administration, or production support.
- Hands-on experience with cloud platforms such as AWS, Azure, or Google Cloud.
- Experience supporting Linux-based production environments.
- Working knowledge of networking, DNS, SSL certificates, firewalls, load balancing, and application security.
- Experience with relational databases and SQL.
- Experience troubleshooting REST APIs, webhooks, authentication, and third-party integrations.
- Familiarity with monitoring, logging, alerting, and incident-management tools.
- Experience with scripting languages such as Python, Bash, JavaScript, or PowerShell.
- Understanding of source control, deployment pipelines, and release management.
- Strong troubleshooting, documentation, and communication skills.
- Ability to prioritize incidents based on business and revenue impact.
- Availability to participate in an on-call rotation.
Preferred Qualifications
- Experience in ad-tech, mar-tech, affiliate marketing, lead generation, pay-per-call, telecommunications, or SaaS.
- Familiarity with SIP, VoIP, dialers, call-tracking platforms, routing systems, and phone-number provisioning.
- Experience with containers, infrastructure as code, and automated deployment tools.
- Experience with Docker, Kubernetes, Terraform, GitHub Actions, or similar technologies.
- Familiarity with payment processing, usage-based billing, reconciliation, and commission systems.
- Experience working with real-time bidding, ping-post, lead distribution, or high-volume transactional systems.
- Understanding of TCPA-related controls, consent records, DNC suppression, data privacy, or regulated marketing environments.
- Experience with security audits, disaster-recovery testing, and compliance documentation.
Ideal Candidate
The ideal candidate:
- Takes ownership instead of waiting for someone else to fix the problem.
- Remains calm and methodical during high-impact incidents.
- Understands the difference between applying a temporary fix and eliminating a root cause.
- Communicates technical problems clearly and directly.
- Recognizes that production reliability is a business and revenue responsibility.
- Automates repetitive work whenever practical.
- Documents systems so the company is not dependent on one person’s memory.
- Protects security and stability without creating unnecessary bureaucracy.
- Is comfortable working in a fast-moving entrepreneurial environment.
- Can manage competing priorities while maintaining attention to detail.
Role Overview
We are looking for an experienced **Site Reliability Engineer (SRE) / Production Support Engineer** with strong expertise in application/production support, incident management, monitoring, cloud operations, automation, and infrastructure technologies.
The candidate will be responsible for ensuring the **availability, reliability, and performance of production applications**, troubleshooting critical issues, monitoring systems, and supporting production deployments.
#### Key Responsibilities & Skills
- Strong experience in **Application / Production Support**.
- Hands-on experience in **Production Issue Handling and Incident Management**.
- Experience in **Batch Monitoring** and production monitoring activities.
- Good understanding of **Network, Load Balancing, and Database-related issues**.
- Strong understanding of **SLI, SLO, Error Budget, and Burn Rate concepts**.
- Hands-on experience with **Splunk queries and dashboard creation/monitoring**.
- Experience with **APM (Application Performance Monitoring) tools**.
- Experience supporting **Production Deployments**, including **Blue-Green and Canary deployments**.
- Good knowledge of **Cloud Operations**.
- Hands-on experience with **Docker, Kubernetes, and Terraform/IaC**.
- Strong knowledge of **Linux/Windows administration and shell scripting**.
- Experience with **Windows administration and scripting**.
- Knowledge of **Python scripting/automation**.
- Exposure to **GenAI tools such as GitHub Copilot, Claude, or similar tools** for day-to-day operational activities.
- Strong troubleshooting, problem-solving, and incident-resolution skills.
Shift Timings
The role involves rotational shifts:
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon