Senior Support Engineer

Title - Senior Support Engineer (Transitioning to SRE)

Location - Chennai

Job type - Permanent, Full-time

Work-Mode - 5 days work from office (UK & Non US timing)

Experience - 4 to 10 Years

Immediate Joiners only

Role Overview

We are looking for a Senior Support Engineer who will play a critical role in transforming our traditional support and monitoring teams into a modern Site Reliability Engineering (SRE) function. This role combines Level 1 monitoring responsibilities and Level 2 support duties, ensuring end-to-end accountability for system reliability. The ideal candidate will have strong technical troubleshooting skills, experience with operational support, and a mindset for automation and proactive problem-solving.

Key Responsibilities

• Act as the first point of contact for system alerts and proactively monitor on-prem and cloud environments.
• Triage alerts, resolve issues using playbooks, and escalate when necessary.
• Own incidents end-to-end, ensuring timely resolution and communication.
• Troubleshoot and resolve complex issues such as incomplete file processing, manual data loads, and system alerts.
• Handle customer support issues related to file processing and integrations.
• Implement automation for recurring issues and manual interventions.
• Integrate proactive monitoring and self-healing mechanisms into systems.
• Drive root cause analysis and implement permanent fixes to prevent recurrence.
• Apply SRE principles and AWS Well-Architected Framework best practices for reliability, scalability, and cost optimization.
• Identify gaps in current processes and propose improvements.
• Work closely with development teams to ensure reliability and operability of new features.
• Participate in on-call rotations and incident reviews to improve system resilience.

Required Skills & Qualifications

• Minimum 4 years in application support, operations, or reliability engineering.
• Strong troubleshooting skills across on-prem systems and cloud environments.
• Familiarity with Java, MySQL, and Python for debugging and support.
• Experience with monitoring tools (e.g., Nagios, Prometheus, CloudWatch) and alert management.
• Experience with automation scripting (Python, Shell, or similar).
• Knowledge of incident management frameworks and ITIL processes.
• Understanding of cloud platforms (AWS preferred) and migration considerations.
• Preferred: Exposure to SRE principles and practices.
• Experience with CI/CD pipelines and DevOps tools.
• Knowledge of observability concepts (metrics, logs, traces).

Soft Skills

• Strong communication and collaboration skills.
• Ability to work under pressure and manage critical incidents.
• Analytical mindset with a focus on continuous improvement.