Group Company: LeadSquared (MarketXpander Services Private Limited)

Designation: Intern - Site Reliability Engineer (SRE)

Office Location: Bengaluru

Position Description: The SRE is responsible for monitoring the availability and performance of LeadSquared's 100% AWS-hosted SaaS production environment. The role combines proactive observability, capacity planning, and incident management to ensure reliability and efficiency of cloud infrastructure and services.

Primary Responsibilities:

• Monitor availability and performance of production SaaS infrastructure hosted on AWS; drive capacity planning and reliability improvements
• Own end-to-end incident management including emergency response, timely mitigation, root cause analysis (RCA), and preventive action documentation
• Build and contribute to platforms and processes for full observability and automated incident response across systems, applications, and infrastructure
• Collaborate with DevOps, InfoSec, and Engineering teams to improve performance, reliability, and operability of applications and services
• Gather and analyse performance metrics from OS and application layers to identify bottlenecks and areas for improvement
• Occasionally engage with customers to address infrastructure availability and performance concerns

Additional Responsibilities:

• Track and document all incidents with structured RCA reports and preventive actions
• Operate and optimise monitoring tools including NewRelic, Grafana, Loggly, PagerDuty, Site24x7, FreshService, Kibana, and AKAMAI
• Manage and monitor AWS services including EC2, RDS, Elasticsearch, ECS, Redis, SQS, Lambda, API Gateway, and VPCs
• Improve observability posture beyond baseline monitoring; implement alerting and automated response mechanisms

Reporting Team

• Reporting Department: SRE

Educational Qualifications Preferred

• Category: Full-time
• Field Specialization: Computer Science, Information Technology, or related engineering discipline
• Degree: Bachelor's (B.Tech / B.E. / B.Sc.)

Required Certification/s: AWS Certification (preferred); ITIL Certification (preferred)

Required Work Experience

• Industry: SaaS / Cloud / Technology
• Role: Site Reliability Engineer / DevOps Engineer / Cloud Infrastructure Engineer
• Years of Experience: 0.5–1 year in an SRE role on cloud-based applications (preferably AWS)

Key Performance Indicators:

• Production environment uptime and availability SLAs
• Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for incidents
• RCA completion rate and quality of preventive actions
• Observability coverage across services and infrastructure
• Incident recurrence rate post-preventive action implementation

Required Competencies:

• Incident management and emergency response
• Root cause analysis and structured problem-solving
• Proactive identification of performance bottlenecks and reliability risks
• Cross-functional collaboration with DevOps, InfoSec, and Engineering teams
• Strong documentation discipline and communication skills

Required Knowledge:

• SRE principles and best practices for multi-tenant SaaS environments
• AWS services: EC2, RDS, Elasticsearch, ECS, Redis, SQS, Lambda, API Gateway, VPCs
• Monitoring and observability tools: NewRelic, Grafana, Loggly, PagerDuty, Site24x7, FreshService, Kibana, AKAMAI
• Web application, database, API, and backend job monitoring concepts
• OS and application-level performance metrics analysis

Required Skills:

• Hands-on experience with observability, monitoring, alerting, and incident management on AWS
• Debugging and troubleshooting of live production application and infrastructure issues
• Programming in Python or equivalent scripting language (preferred)
• Experience monitoring multi-tenant SaaS environments across web, DB, API, and batch layers
• Documentation and RCA reporting

Required Abilities

• Physical: Ability to support on-call rotations including off-hours incident response
• Other: Ability to function effectively in a fast-paced, rapidly changing environment; ability to work collaboratively in a diverse, team-focused setup

Work Environment Details: Fast-paced SaaS product environment; cross-functional team collaboration with DevOps, InfoSec, and Engineering; on-call incident response model

• Time Constraints: On-call availability required for production incident response