ServiceNow IRM/TPRM Developer (Integrated Risk Management)

About 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.

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·        Good experience & strong knowledge in Python programming with Object Oriented Programming methodologies

·        Good experience & knowledge in web/mobile application UI automation & related tools/packages (like selenium/appium)

·        Good exposure to different testing methodologies & QA exposure and any standard test framework (like pytest, unittest etc)

·        Very good in analytical & logical thinking on different perspectives. Ability to handle challenges & resolve blockers independently

·        Self-driven, Accountability and ownership of problems to achieve team goals & ability to contribute independently 

·        Good team player & proactive in giving new ideas/suggestions/solutions & constructive analysis of team member’s ideas 

·        Hands on experience with different tools - Testing tool, Version Control systems (Git), Test Management Software, Bug Tracking software and CI tools (Jenkins etc.)

• Can write reliable, scalable, testable and maintainable code.
• Familiarity with Agile methodologies and clean code.
• Design and/or contribute to client-side and server-side architecture.
• Well versed with fundamentals of REST.
• Build the front-end of applications through appealing visual design.
• Knowledge of one or more front-end languages and libraries (e.g. HTML / CSS, JavaScript, XML, jQuery, Typescript) JavaScript frameworks (e.g. Angular, React, Redux, Vue.js)
• Knowledge of one or more back-end languages (e.g. C#, Java, Python, Go, Node.js and frameworks like SpringBoot, .NET Core) 
• Well versed with fundamentals of database design.
• Familiarity with databases - RDBMS like MySQL, Postgres & NoSQL like MongoDB, DynamoDB.
• Well versed with one or more cloud platforms like - AWS, Azure, GCP.
• Familiar with Infrastructure as Code - CloudFormation & Terraform & deployment tools like Docker, Kubernetes.
• Familiarity with CI/CD tools like Jenkins, CircleCI, Github Actions.
• Unit testing tools like Junit, Mockito, Chai, Mocha, Jest