Senior Site Reliability Engineer Lead

Job Summary

We are looking for a Production Support Engineer with strong hands-on experience in supporting enterprise-grade applications. This role is critical to ensuring system reliability and uptime by monitoring, troubleshooting, and resolving production issues. The ideal candidate is versatile, displays leadership qualities, and is enthusiastic about tackling problems across applications and the underlying infrastructure. Our support engineers manage next-generation technologies that change how millions of users interact with insurance platforms.

Key Responsibilities

• Production Support & Incident Resolution: Actively monitor, troubleshoot, and resolve L1/L1.5 production incidents for .NET/Angular applications hosted on Azure environments.
• Debugging & Root Cause Analysis: Diagnose break/fix issues and perform thorough root cause analysis (RCA) on recurring problems; collaborate with L2/L3 teams on permanent fixes.
• Data Fixes: Execute data fix scripts as needed to resolve production data integrity issues.
• Deployment & Change Management: Create and manage change controls required for production deployments; coordinate release certification.
• Proactive Maintenance & Monitoring: Monitor application health using Azure App Insights, Kibana, and OpenSearch; proactively assess application assets and refine alerting thresholds.
• Standardization & Automation: Contribute to knowledge base (KB) articles, alert reduction initiatives, and automation of repetitive support tasks.
• Performance & Security: Support performance tuning activities and implement security vulnerability fixes.
• Infrastructure Coordination: Collaborate with Infrastructure and DevOps teams on monitoring, alerts, and follow-ups related to network/vendor issues.
• Regulatory & Compliance Support: Assist with regulatory, compliance, and audit requirements as they relate to production systems.
• Stakeholder Communication: Provide timely, clear updates to users and stakeholders on incident status and resolution timelines.
• On-Call & Shift Support: Participate in 24/7 on-call rotation and shift-based support to ensure coverage for critical production issues.
• Application Lifecycle Management: Participate in the lifecycle management of supported applications including upgrades and decommissions.

Required Skills & Experience

• Bachelor’s degree (B.Tech / BE / MCA / M.Tech) in Computer Science, Engineering, or equivalent practical experience.
• 3 to 6 years of experience in production/application support roles.
• Proven track record of adhering to SLAs for incident and service request tickets.
• Experience supporting Azure-hosted applications including Azure Kubernetes Service (AKS).
• Hands-on experience with Docker and containerized environments.
• Exposure to CI/CD and DevOps methodologies and processes.
• Experience with API and framework development/support projects.
• Excellent communication skills in English (written and spoken).
• Ability to manage multiple priorities and adapt in a fast-paced environment.
• Strong interpersonal and stakeholder management skills.
• Ability to work autonomously, well-organized, and pragmatic.
• Willingness to work in shifts and On-Call rotations.
• Experience in supporting Insure Tech applications is a strong plus.

Skill Requirements

Managerial & Soft Skills

• Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.
• Excellent in analytical thinking, problem solving and negotiation skill.
• Excellent knowledge in handling business applications technicality and functionality.
• Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions.
• High capability to handle business / customer complaints and queries effectively.
• Good in technical capabilities in understanding application software architecture, development, support and operation.
• Highly motivated, results-driven, and able to multi-task.
• Experience in engaging with internal and external stakeholders on defining business requirements.
• Flexible and committed. As when required during critical incident or event to work beyond office hours / different time zone including on-call rotation.
• Well-versed with any ticketing system and monitoring system.

Technical Skill

• Good technical background on Java, .Net and any other software / programming languages.
• Good knowledge and skill in database such as Cosmos DB, MSSQL, MySQL, Oracle, etc.
• Good knowledge in API, webservices and other integrations technologies.
• Advanced and depth knowledge in SQL Query / PLSQL.
• Understand either practice or adopting Agile methodology and understand of Scrum methodology.
• Some understanding and adoption of cloud computing (Azure) / solutioning.
• Familiarity with Dynatrace: dashboards, Davis AI alerts, distributed tracing, log management, and RUM.
• Basic scripting for automation: Python, PowerShell, or Bash for operational tasks.
• Awareness of AIOps concepts: automated anomaly detection, AI-assisted triage, and intelligent alerting.

Desired

• Insurance Knowledge.
• Data Interpretation.
• Willingness to go the extra mile and think out of the box.
• Having Microsoft Azure certification is a big plus.
• Dynatrace Associate or Professional certification is an advantage.
• Exposure to AI/ML tools or LLM-based operational tooling.

Other Requirements

Qualification

• Bachelor degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
• At minimum 2 years of experience in IT business application support and operation background.
• ITIL Foundation Certificate preferred; willingness to obtain certification is acceptable.
• Basic familiarity with observability or monitoring tools; Dynatrace experience is an advantage.
• Exposure to or willingness to participate in 24/7 on-call support rotations.
• Understand and practice SDLC and/or Agile software development.