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

Major 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.

Skill Requirements

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.

Technical Skills

Category

Technologies

Cloud

Azure, Azure Kubernetes Service (AKS)

Application

Angular, Node.js / .NET, HTML5, CSS

Databases

SQL Server, Cosmos DB, Blob Storage, Azure Table Storage, Redis Cache

DevOps & Build

Jenkins, Docker, Kubernetes, Apache HTTPD, GitHub, JIRA, Swagger

Monitoring & Observability

Azure App Insights, Kibana, Grafana

Tools

Visual Studio Code, Postman, Browser Developer Tools, ServiceNow

Other Requirements

Good to Have

• ITSM / ITIL certification or experience
• Site Reliability Engineering (SRE) practices
• Azure Fundamentals certification
• Experience in international or multi-cultural team environments