Reliability Engineer - (REE)

Job description

Build Reliability at Scale. We’re hiring a SRE Engineer to join our Operations Reliability Engineering (ORE) team—focused on keeping critical systems highly available, scalable, and resilient. This role goes beyond traditional support. You’ll operate at the intersection of engineering, reliability, and automation, being responsible for the health of distributed systems running on AWS while driving operational excellence. If you enjoy proactive reliability engineering, and solving production-scale challenges, this role is for you. What You'll Own Application Support & Service Operations • Provide L1/L1.5 support for enterprise platforms including Clarity (PPM), Condeco (Workspace Management), and Learning & Development (L&D) systems • Supervise platform health, service availability, and user experience across supported applications • Act as the first point of contact for incidents, service requests, and user-reported issues • Ensure timely ticket triage, categorization, and routing based on defined SLAs Incident & Request Management • Respond to and resolve user issues related to: o Access and authentication o Application functionality o Data synchronization o System performance concerns o User account management • Perform initial fix and diagnostics before raising to L2/L3 teams • Handle incidents through to closure while ensuring clear communication with partners • Maintain ticket quality and compliance with established support processes Monitoring & Operational Support • Monitor application alerts, dashboards, integrations, and scheduled jobs • Identify service disruptions proactively and initiate appropriate response actions • Validate application availability following deployments, patches, or maintenance activities • Support business users during critical operational periods and planned activities User Support & Customer Experience • Deliver exceptional customer support through prompt and professional communication • Guide users through platform features, common issues, and self-service solutions • Assist with user onboarding activities and access provisioning as per defined procedures • Create positive user experiences through effective issue resolution and follow-up Knowledge Management & Documentation • Maintain knowledge articles, SOPs, support guides, and documentation • Chip in to the continuous improvement of runbooks and support processes • Identify recurring issues and recommend improvements to reduce ticket volumes • Ensure all support activities are detailed accurately for audit and reporting purposes Access, Compliance & Governance • Support user provisioning, role assignments, and access management activities • Adhere to interpersonal security, compliance, and audit requirements • Follow established controls for data privacy and information security • Assist during compliance reviews and operational audits when required Continuous Improvement & Automation Opportunities • Identify repetitive operational activities suitable for automation • Support implementation of process improvements aimed at enhancing service quality • Participate in problem management activities and root cause discussions • Give ideas that improve operational efficiency and user satisfaction What Makes You a good fit Core Skills • Experience supporting enterprise SaaS or business applications in an L1/L1.5 support environment • Understanding of ticketing and service management tools such as: o ServiceNow o Jira Service Management o Remedy or equivalent platforms • Familiarity with: o Access provisioning o Application support processes o Incident and request management • Ability to analyse logs, system messages, and application errors for initial diagnosis • Basic understanding of: o APIs and application integrations o Authentication technologies (SSO, Azure AD, MFA) o Web-based applications and browser fix • Knowledge of IT Service Management (ITSM) principles. Fix Approach • Strong analytical and problem-solving skills • Ability to identify root causes and document findings effectively • Meticulous approach when handling incidents and customer requests • Comfortable working with multiple support queues and priorities Customer & Partner Focus • Excellent verbal and written communication skills • Strong customer service orientation with a focus on user satisfaction •Interact effectively with business users, technical teams, and vendors • Confidence in handling high-priority incidents with professionalism Operations Excellence • Experience working in production support environments • Ability to handle workload while adhering to SLAs and operational procedures • Readiness to support occasional after-hours activities during major incidents or maintenance windows • Continuous learning approach with interest in enterprise application support Nice to Have • Experience supporting: o Clarity PPM Application o Condeco Workspace Management Application o Cornerstone, SuccessFactors Learning, or similar L&D platforms • Exposure to Azure AD and Microsoft 365 administration • Knowledge of reporting and analytics tools • Understanding of enterprise integration patterns and middleware platforms Recommended Certifications (Preferred) • ITIL Foundation Certification • Any Clarity, Condeco, or Learning Platform-related certification Why This Role Stands Out • Support business-critical platforms used across the enterprise • Gain exposure to Project Portfolio Management, Workplace Experience, and Learning ecosystems • Work closely with business, technology, and vendor teams • Develop expertise in application support, service management, and enterprise operations • Strong growth opportunities toward Application Engineering, Product Support, and Platform Operations roles If you're passionate about helping users, solving application issues, and ensuring smooth operation of enterprise platforms, this role offers an excellent opportunity to build a confirmed foundation service operations. We're proud to have been recognised as a Great Place to Work® in India ‘25 Career Stage: Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject . If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.