Saas Operations Engineer (IGT1 Lanka: Sitecore)

SaaS Operations Engineer (IGT1 Lanka: Sitecore)

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world's leading private equity firms; EQT Group, Hg, and TA Associates. We're also proud to be a sister company of IFS, Sri Lanka's largest and most established technology company.

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

Sitecore is the global leader in experience management software that enables context marketing. The Sitecore® Experience Platform™ manages content, supplies contextual intelligence, automates communications, and enables personalized commerce, at scale. It empowers marketers to deliver content in context of how customers have engaged with their brand, across every channel, in real time—before, during, and after a sale. More than 4,900 brands including American Express, Carnival Cruise Lines, easyJet, and L'Oréal–– have trusted Sitecore for context marketing to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue.

Job Description

You will be working directly with the production systems behind all Sitecore SAAS offerings and will be executing SAAS operations required for end-to-end service delivery to our customers and resolve incidents as a level 2 support engineer.

You will be coached in these efforts by a technical lead.

You will collaborate with global colleagues from the SAAS operations team, as well as with colleagues from level 1 and level 3 support.

As a member of the team providing Sitecore's global 24/7 coverage, your work hours and schedule may vary according to the company's needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

Key Responsibilities:

• Execute standardized services from our service catalogue without supervision
• L2 Incident handling based on existing troubleshooting guides
• Play an active role in the incident management process
• Contribute to root cause analysis effort
• Reply to customer requests via ticketing tool
• Application and infrastructure deployment and maintenance services
• Monitoring and event management
• Collaborate with other engineering teams to deblock service delivery or incident resolution
• Can be counted on to delivery qualitative work
• Make improvements to runbook under supervision of the Manager, SaaS Operations Delivery

Qualifications

Preferred Skills and Experience:

• Microsoft Azure Fundamentals (AZ-900) Certification
• At least 1 more certification in Linux, AKS, Elastic or Redis
• 1-2 Years proven track record in Azure and/or AWS cloud technologies
• 1-2 Years experience with NoSQL databases like Redis, Elastic Search, Mongo DB etc.
• 1-2 Years experience in containerization and microservices technologies
• 2-3 Years of experience with Linux and understanding of Linux based software stacks
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Knowledgeable about on-call management tools like OpsGenie, PagerDuty, etc.
• Bachelors degree preferred
• Experience as an L1 or L2 support engineer
• Out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Focused on customer success
• Be a team player
• Attention to detail

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid