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Job Title:Head – SRE(Omnichannel CPaaS, FCAPS & NFR) Location : Mumbai / Bangalore Experience :15+ years in Telecom/CPaaS platform operations and NFR delivery Education : B.E./B.Tech in Computer Science, Electronics, or Telecom Certifications : AWS Sys-Ops Administrator – Associate (Mandatory)Role Overview: We are looking for an experiencedSite Reliability Engineering Leaderto head our FCAPS and Non-Functional Requirements (NFR) function for our CPaaS platform. You will be responsible for ensuring robust operations and platform stability across all customer-facing messaging channels. This is aGM/AVP-level role , managing ateam of up to 25members acrossDevOps, Site Reliability Engineering (SRE)andL3 Application Support .Key Responsibilities: ✅ Platform Operations – FCAPS Implement and overseeFault ,Configuration ,Accounting/Authorization ,Performance , andSecuritysystems. Ensure fullobservabilityof the platform via monitoring, logging, alerting, and automated dashboards. Work closely withSecurity teamsto enforce platform security posture across services and deployments. ✅ Non-Functional Requirements (NFRs) Own and define NFRs related to: Performance Scalability High Availability / Resilience Security Disaster Recovery (DR)andBusiness Continuity Planning (BCP) Drive platform hardening for large-scale customer onboarding and RFP responses. ✅ Team Leadership & Collaboration Lead and mentor a team ofDevOps Engineers ,SREs , andL3 supportengineers (up to 25 people). Act as thetechnical bridgebetween Engineering teams andL1/L2 Support&QA/Testing teams . Collaborate with Product, Support, and Engineering to understand and resolve platform bugs, incidents, and root causes. ✅ AWS Cloud & Infrastructure Own AWS-based infrastructure, ensuring cost-optimized, scalable, and secure deployments. Manage deployments using AWS-native tools (CloudFormation, EC2, EKS, CloudWatch, ELB, RDS, etc.) Must be hands-on with troubleshooting performance issues, latency bottlenecks, and AWS service limitations. Should control the Cloud costs, experience of FinOps methodologies is important. ✅ Customer & Pre-sales Engagement Participate in technical discussions duringRFPs ,customer onboarding , andenterprise sales support . Present platform capabilities and NFR readiness to customer architecture teams as needed.Required Qualifications: 15+ yearsof experience intechnical operations ,DevOps , orSRE , preferably in CPaaS or Telecom domain. Proven implementation ofFCAPSmodel onlarge-scale, multi-tenant platforms . Hands-on knowledge ofAWS cloud platformand tools (must beSysOps Admin Associate Certified ). Strong knowledge of observability tools (Grafana, Prometheus, ELK, CloudWatch, etc.). Experience inincident management, RCA , and continuous improvement frameworks likeITILorSRE . Strong verbal and written communication skills, especially incustomer-facing presentationsandcross-functional team coordination .Preferred Skills: Exposure toWhatsApp Business API ,RCS ,Viber , or other telecom protocols (SMPP, SIP, etc.). Understanding of container orchestration (Docker, Kubernetes/EKS). Familiarity with Agile/Scrum and DevSecOps practices.