With our traditional operations setup supporting monolithic systems – as the tech implementation scaled, there was a proportionate increase in costs to support and maintain the systems. This had been primarily due to segregation in organization setup to deliver business outcomes. While one part of the tech organization was focused on build, the other part was focused on maintain. With differing goal-post and motivation to deliver around collective business impact, the focus was divergent which led to undesirable customer experience and unsustainable costs.

As the tech landscape became more distributed and decoupled, we saw this as an opportunity to introduce SRE adoption, where we managed to build an integrated setup with product teams and embedded SRE taking full accountability from build to maintain for the product even as the implementation scaled across multiple markets. While this setup has proved to be impactful over the last couple of months, it has been a continuous effort to tie Service Level Indicators and Objectives (SLI/SLO) to Business KPI's thereby showcasing direct impact to business.

Will delve into ways organizations can successfully adopt SRE thereby building an integrated and impactful setup.

Mitul Jain Digital Transformation Leader | SRE & DevOps Expert | Global Technology Executive

With over 23 years of global leadership experience, a recognized expert in Site Reliability Engineering (SRE), DevOps, and enterprise-scale automation. I have led transformative initiatives across industries, reshaping traditional IT operations into modern, business-aligned engineering practices.

I have built and scaled global SRE organizations, integrated reliability engineering into digital value streams, and enabled Build-to-Operate models that drive measurable business outcomes—including zero P1 incidents during peak periods and significant cost optimizations. As a passionate advocate for innovation and community building, I founded SRE Community of Practice within the organization and has led strategic alliances with platform providers to enhance service capabilities and go-to-market strategies.

I often speak on topics including digital transformation, reliability engineering, DevOps at scale, and the future of IT operations. His insights are shaped by hands-on experience across Consumer Goods, BFSI, Telecom, Manufacturing, and Travel & Hospitality.