Site Reliability Engineer

Tech Mahindra; Mumbai; Híbrido; INR 900.000 - 1.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

24x7 support

Descripción de la vacante

Tech Mahindra is seeking an experienced L2 Site Reliability Engineer for 24x7 production support. The role emphasizes observability, automation, and resiliency across on-prem/hybrid environments in Mumbai and Bengaluru.

You will design dashboards in Grafana, build Splunk/SRE metrics, and drive incident management, RCA, and TOIL reduction to improve reliability and service quality.

Formación

• L2 production support background and incident management exposure.
• Strong observability, dashboards and automation focus.
• Experience with monitoring and logging tools (Grafana, Splunk, Dynatrace).
• Proficiency in SQL and Unix/Linux environments.
• Familiarity with BigPanda, PagerDuty, and runbooks.

Responsabilidades

• Provide L2 production support for critical apps 24x7x365.
• Design and maintain Grafana dashboards for health and SLA metrics.
• Develop Splunk dashboards, alerts and analytics views.
• Improve observability and alerting to reduce toil.
• Lead incident management, RCA and continuous improvement.

Conocimientos

Monitoring tools

SQL

Unix

Observability

SRE

Incident management

Power BI

Python

Dashboards

Herramientas

Grafana

Splunk

Dynatrace

BigPanda

PagerDuty

JIRA

Confluence

Power Automate

Power BI

Kubernetes

Docker

Linux

Windows

Descripción del empleo

Site Reliability Engineering ( L2 production support)

Comm skill must be excellent and have good exp in Monitoring Tools(Splunk ,Grafana and Dynatrace),Must be strong in exp in SQL,Unix .

Java Good to have

Recruiter level screening questions

• How much experience do you have in App prod support as L2
• In your last job were you doing App prod support
• How many yrs of exp you have with SQL and how would you rate your self
• How many yrs of exp you have with Unix and how would you rate your self
• Do you have experience with any of the observability tools, if yes which ones and what kind of work did you do on them
• Do you have experience with Splunk, Garfana if yes did create dashboards on these tools.
• Do you have experience in the SRE space, if yes how many years
• Have you ever been part of incident management triaging calls.

JD

Role Type

Full-time, on-prem / hybrid aligned to business requirements

Coverage

24x7x365 production support model, including shift and weekend support as required

Primary Focus

L2 production support, SRE, observability, automation, resiliency, DR readiness, capacity planning, reporting and production stability

Business Domain

Investment Management / Financial Services

This role is responsible for L2 production support and Site Reliability Engineering for business-critical applications. The engineer will support production stability, restore services during incidents, improve observability, strengthen monitoring and alerting, automate repetitive work, support resiliency and disaster recovery capability, and provide data-driven operational reporting.

The successful candidate should bring a strong production support background with an engineering mindset focused on reducing toil, improving MTTD/MTTR, increasing automation coverage, improving dashboard visibility, and preventing recurring incidents through root cause analysis and permanent fixes.

Key Responsibilities

L2 Production Support and Incident Management

Provide Level 2 production support for critical applications across a 24x7x365 operating model with the flexibility to work on shifts, especially night shifts operating from the MSAS India offices of Mumbai or Bengaluru.

Triage, investigate and resolve production incidents impacting users, batch flows, data, infrastructure, databases, APIs or application services.

Assess severity, priority, business impact, customer impact, regulatory/reputational risk and restoration approach.

Coordinate service restoration with development, infrastructure, database, network, cloud, batch operations and vendor teams.

Provide clear incident updates covering impact, current status, recovery progress, risks, next steps and escalation needs.

Maintain runbooks, troubleshooting guides, dependency maps, operational playbooks and knowledge articles.

Participate in incident reviews, problem reviews, RCA discussions, audit/compliance activities and continuous service improvement forums.

Observability, Dashboarding and Monitoring

Design, build and maintain Grafana dashboards for infrastructure health, application availability, API performance, batch status, capacity utilization, dependency health and service-level indicators.

Develop Splunk dashboards, SPL searches, alerts and analytics views for log monitoring, error analysis, transaction trends, abnormal behaviour detection and root cause investigation.

Define actionable monitoring thresholds, alert rules and runbook-linked notifications that support faster detection and recovery.

Improve observability across application, infrastructure, middleware, database, network, batch and cloud layers.

Contribute to SLIs, SLOs, availability tracking, batch health metrics, alert quality metrics and service reliability reporting.

BigPanda and PagerDuty Setup

Configure BigPanda event ingestion, normalization, deduplication, correlation, enrichment, routing and service ownership alignment.

Improve BigPanda alert quality by reducing noise, duplicate alerts, non-actionable events and poor correlation patterns.

Configure PagerDuty services, escalation policies, on-call schedules, routing rules, incident priorities and response workflows.

Align alert routing with support ownership, severity model, runbooks and 24x7 support operating procedures.

Drive improvements in alert hygiene, incident response discipline, on-call effectiveness and stakeholder notification flows.

Automation, Power Platform and Toil Reduction

Develop Python automation for health checks, batch validation, log parsing, ticket enrichment, reporting, operational checks and repetitive manual support activities.

Identify auto-remediation opportunities and build safe automation patterns to reduce manual intervention where appropriate.

Use Power Automate to build workflows for notifications, approvals, SharePoint/Teams updates, scheduled checks, exception handling and operational governance.

Use Power BI to create operational dashboards for incident trends, alert hygiene, SLA/SLO performance, capacity utilization, automation coverage, toil reduction and management reporting.

Quantify and reduce operational toil by simplifying workflows, removing manual handoffs, improving runbooks and automating repeatable activities.

Resiliency, DR Capability and Capacity Planning

Support resiliency reviews, dependency mapping, failure-mode analysis, production readiness reviews and operational risk identification.

Participate in disaster recovery, business continuity, data center resilience and failover/failback testing activities.

Validate application behavior during infrastructure unavailability, degraded conditions, data center flips and recovery scenarios.

Improve DR runbooks, recovery procedures, escalation paths, dependency documentation and validation checklists.

Perform capacity and performance trend analysis across CPU, memory, storage, databases, batch, APIs and transaction volumes to forecast demand and prevent saturation.

Analytics, Reporting and Continuous Improvement

Analyze operational data to identify recurring incidents, weak signals, capacity risks, alert noise, service instability and improvement opportunities.

Prepare operational reports and dashboards for engineering, production management and senior stakeholder reviews.

Track reliability metrics such as availability, MTTR, MTTD, incident volume, alert quality, automation coverage, toil reduction and SLO compliance.

Partner with development and infrastructure teams on RCA, preventive actions, permanent fixes and long-term reliability improvements.

Promote SRE best practices with a strong focus on measurable outcomes, automation, observability and operational excellence.

Technical Skills

Area

Required Skills

Preferred / Good to Have

Support and ITSM

L2 support, incident management, problem management, ITIL, ServiceNow, JIRA, Confluence, runbooks, RCA

Major incident management, production readiness, audit/compliance familiarity

Observability

Grafana, Splunk, Prometheus, Loki, AppDynamics, Apica, Nagios, monitoring standards, alert design

ELK, Datadog, Dynatrace, AIOps, anomaly detection, predictive monitoring

Alerting and On-call

BigPanda setup, PagerDuty setup, event correlation, alert routing, escalation policies, on-call schedules

Alert governance, noise reduction, service ownership modelling, auto-remediation integration

Automation and Data

Python, Shell scripting, SQL, REST APIs, Power Automate, Power BI, Excel, operational analytics

Power Apps, UiPath/Pega, advanced Power BI modelling, automation scorecards

Platforms

Linux, Windows, Unix/Linux, SQL Server, Oracle, DB2, Sybase, Snowflake, Autosys, ESP, Comet, MQ, cloud fundamentals

Azure/AWS operations, Kubernetes, Docker, Ansible, CI/CD concepts, GitHub, Jenkins

Ideal Candidate Profile

Hands‑on production support engineer with strong SRE orientation and ownership mindset.

Comfortable diagnosing issues across application, batch, database, infrastructure, middleware, network and cloud layers.

Strong dashboarding and analytics capability with practical experience in Grafana, Splunk and Power BI.

Able to communicate clearly with business users, senior stakeholders, developers and infrastructure teams during high‑pressure incidents.

Focused on measurable outcomes including availability, reliability, automation coverage, toil reduction, alert quality, MTTR, MTTD, SLO compliance, resiliency, DR readiness and capacity planning.

Strong documentation discipline and commitment to continuous improvement.

Success Metrics

Improved service availability and production stability.

Reduced MTTR and MTTD through better observability, alerting and automation.

Reduced alert noise and improved alert actionability.

Increased automation coverage and reduced manual operational toil.

Improved Grafana, Splunk and Power BI dashboard adoption.

Improved accuracy of capacity forecasts and operational reporting.

Successful DR and resiliency test outcomes with improved recovery documentation.

Better RCA quality, preventive actions and closure of recurring incident themes.