Reliability Monitoring Supervisor

Job Description

We are looking for an experienced Reliability Monitoring Supervisor to lead a 24x7 monitoring and support team, ensuring effective alert management, incident response, service reliability, and operational performance across hosting platforms.

This is a hybrid role based in Kochi, Kerala, operating in a 24x7 shift environment. Candidates must be based in Kerala, must be comfortable working from the office whenever operational needs require, and flexibility to support 24x7 shift operations is required.

Key Responsibilities

• Lead and manage Reliability Monitoring Engineers across 24x7 shifts
• Monitor team performance, alerts, SLAs, and operational KPIs
• Coordinate incident response, escalations, and cross-functional communication
• Coach and mentor team members and drive performance improvements
• Ensure proper shift handovers, documentation, and SOP adherence
• Identify recurring issues and process gaps and implement improvements
• Support staffing, scheduling, and shift coverage planning

Requirements

• 5+ years of overall experience, including 2 years of prior Team Lead/Supervisor or people-management experience in hosting, cloud infrastructure, managed services, or NOC environments
• Experience managing technical teams in a 24x7/shift-based operation
• Knowledge of server monitoring, alerting tools such as Nagios, Zabbix, Icinga, or Datadog, and common hosting incidents
• Strong incident management, communication, coordination, and problem-solving skills
• Ability to work with operational metrics such as MTTD, MTTR, MTTC, and SLA compliance

Preferred Qualifications

• ITIL/Incident Management experience