Service Engineering Specialist

• Cross functional engagement to champion and provide necessary support for the adoption of TOM platform across the group of companies.
• Gain understanding of the various tools and frameworks that together provide observability and notification service to the organization and assist development and production support teams with queries / issues related to their usage of our platform.
• Act as custodian of production environment and engage within the team and outside, if need be, towards building and maintaining robust, scalable, highly available production systems in accordance with our service level objectives
• Preventing production incidents but when they do occur, performing effective incident and problem management and RCA to minimize downtime as well as possibility of recurrence.
• Pushing out changes and releases to production environment reliably via effective change and release management
• Quick and effective response to alerts before they become incidents, with an approach to prevent them from occurring ever again
• Effectively triaging alerts, requests, emails such that things that needs attention get addressed first and in a timely manner in the order of their priority, the drivers for which should be production stability and user satisfaction.
• Continuous and effective engagement with users, with the required empathy, providing the right guidance so as to provide a good customer experience
• Collaborate in a global agile team environment using established support practices, participating in sprint planning, reviews, and continuous improvement initiatives
• Build and maintain scalable, reliable monitoring solutions that support global infrastructure
• Engage with engineers, architect towards contributing to architectural decisions that influence the future direction of observability platform
• Champion observability best practices across the organization, helping teams leverage data-driven insights to improve system reliability and performance
• Partner with engineers as needed to optimize operational efficiency and enhance system resilience
• Effectively leveraging AI tools such as Claude, CoPilot etc. with adequate guardrails to bring efficiencies into operational processes in a consistent, repeatable and risk averse manner.
• Mentor and guide other SREs, sharing your knowledge and expertise across other team members for the benefit of the team.

Requirements (indicate mandatory and/or preferred):

Mandatory:

• Minimum 2 years’ experience with Grafana or any other modern observability tools in an administrative capacity for a medium/large scale enterprise.
• At least 2 years’ exposure to Linux OS with a decent hold on general purpose troubleshooting and day to day commands
• Exposure to one or more of following – Python / Ansible
• Production support experience – Request handling, incident management, problem management, change management, release management, on-call handling, user engagement, responding to alerts etc.
• Good communication and interpersonal skills
• Strong analytical and trouble-shooting skills, with the ability to exercise mature judgement
• Basic understanding of cloud platforms
• Basic understanding of CI/CD tools such as GitLab, Jenkins, Ansible, Nexus etc.
• Good Team player

Preferred:

• Understanding of Open Telemetry standards
• Understanding of containerization technologies such as Kubernetes, EKS, Docker etc.
• Supporting a medium / large scale production environment
• Exposure to AI tools and their usage for increasing work efficiency
• Knowledge of ITIL
• Decent understanding of DB Platforms – Sybase / MySQL / MSSQL – general RDBMS concepts, SQL
• Collaboration Tools – Confluence / JIRA
• Basic knowledge of / familiarity with other infrastructure technologies such as Middleware (ActiveMQ / Solace / EMS / Tibco etc.), Web servers, Load balancers, Directory Services etc.
• Experience working with a globally dispersed team

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