SaaS Operations Engineer (IGT1 Lanka: Sitecore)

Company Description

About Igt1 Lanka

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. 

About the client: Sitecore 

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

Job Description

As part of our global SaaS Operations team, you will work directly with the production systems powering all Sitecore SaaS offerings. You’ll be responsible for carrying out operational tasks to ensure end-to-end service delivery, managing incidents, and supporting customers.

This role is part of our 24/7 global coverage team, so your schedule may vary based on business needs and in line with local legal requirements. You may occasionally be required to work outside your standard hours, with overtime compensation or time off in lieu provided in accordance with company policy.

What You’Ll Do:

• Deliver standardized services from the service catalogue with minimal supervision
• Handle L2 incidents using established troubleshooting guides
• Actively participate in the incident management process
• Contribute to root cause analysis efforts
• Respond to customer requests via ticketing tools
• Perform application and infrastructure deployment and maintenance services
• Monitor systems and manage events proactively
• Collaborate with cross-functional engineering teams to resolve issues and unblock service delivery
• Ensure delivery of high-quality work with attention to detail
• Proposing and documenting improvements to runbooks under manager supervision

Shift Requirement

• This role requires working the North American shift (Monday–Friday).

Qualifications

• Basic knowledge of Kubernetes (K8s) and containerization in data center or cloud environments
• At least one certification in Azure, Linux, AKS, Kubernetes, Elastic, or Redis
• 1–2 years of proven experience with Azure and/or AWS cloud technologies
• 1–2 years working with NoSQL databases such as Redis, Elasticsearch, or MongoDB
• 1–2 years of experience with containerization and microservices technologies
• 2–3 years of experience with Linux and Linux-based software stacks
• Hands-on experience with ITSM tools (e.g., Jira Service Desk, ServiceNow)
• Familiarity with ITIL practices (certification is an advantage)
• Knowledge of on-call management tools (e.g., Ops-Genie, PagerDuty)
• Previous operational on-call support experience preferred
• Prior experience in L1 or L2 support roles
• Strong troubleshooting and problem-solving skills
• Excellent communication skills in written and spoken English
• Experience supporting EMEA/NA customers is a plus
• Strong customer-focus and collaborative team player
• Attention to details

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