SRE Lead

3across; Bengaluru; Hybrid; INR 1,500,000 - 2,300,000; Full time

Job summary

3across is seeking an experienced Site Reliability Engineer (SRE) Lead to own critical production support and drive incident management. The role focuses on Python scripting, Linux/Unix, SQL, and automation to improve reliability.

The candidate will lead cross-functional teams during Sev incidents, perform RCA, and develop playbooks and monitoring strategies to prevent recurrence. Bangalore-based, on-site role with opportunities to mentor teams and influence SRE practices.

Qualifications

• 7+ years of overall experience in Site Reliability Engineering / Production Support / Application Support.
• Strong hands-on experience in Python scripting.
• Proven experience in L3/L4 production support.
• Strong knowledge of Linux/Unix environments.
• Strong hands-on experience with SQL and database troubleshooting.
• Experience in incident management and major/high-impact incident handling.
• Strong experience in RCA, problem management, and service restoration.
• Experience with production monitoring, troubleshooting, log analysis, and operational tools.
• Experience in automation and scripting to reduce manual operational activities.
• Proven experience in handling/leading support teams and coordinating multiple technology teams during critical incidents.
• Strong understanding of SLA, incident severity, escalation, change management, and IT service management processes.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and take ownership during critical production incidents.

Responsibilities

• Drive and coordinate L3/L4 production support activities for critical business applications and services.
• Own the end-to-end incident management and service restoration process for high-impact incidents.
• Assess incident severity, priority, business impact, customer impact, and risk and ensure appropriate escalation.
• Lead troubleshooting and restoration activities for Sev1Sev4 incidents.
• Coordinate with application, infrastructure, database, network, cloud, and other technology teams to restore services within agreed SLAs.
• Perform detailed root‑cause analysis (RCA) and drive corrective and preventive actions.
• Utilize Python scripting for automation, troubleshooting, monitoring, operational improvements, and repetitive task reduction.
• Develop and maintain scripts/tools to automate incident resolution, health checks, operational activities, and service recovery processes.
• Troubleshoot production issues using Linux/Unix commands, SQL queries, logs, monitoring tools, and system/application data.
• Investigate and remediate customer/client data issues and coordinate with relevant technology teams for resolution.
• Perform activities such as batch restarts, service restarts, routing changes, contingency procedures, and controlled recovery actions as required.
• Engage with external software/hardware vendors when specialized technical support is required.
• Drive High Impact Incident Communications, providing timely updates on incident status, business/customer impact, troubleshooting progress, and service restoration.
• Ensure incident tickets contain accurate and complete information, including impact, timeline, actions taken, participants, resolution, and RCA details.
• Work closely with Problem Management teams to provide detailed incident information and support creation of Problem Records.
• Identify and document known errors, repeatable incidents, and recurring production issues in the Known Error Database.
• Conduct regular incident reviews to identify trends, recurring issues, and opportunities for service improvement.
• Create and maintain standard operating procedures, technical documentation, troubleshooting guides, and incident playbooks.
• Identify opportunities for task automation, tooling improvements, and operational efficiency.
• Participate in resiliency exercises and Chaos Engineering activities to improve application and infrastructure reliability.
• Support audit, compliance, and risk remediation activities related to production operations.
• Participate in high-risk and complex technology changes, including Permit‑to‑Operate / change governance activities.
• Monitor service reliability and proactively identify potential production risks and failure points.
• Ensure appropriate access and temporary access requests are reviewed and managed in accordance with defined procedures.
• Lead or coordinate support teams during critical incidents and ensure effective collaboration across technology functions.
• Mentor and guide team members on incident management, troubleshooting, production support, automation, and SRE best practices.
• Ensure the support team follows defined processes, SLAs, escalation procedures, and operational standards.
• Drive continuous improvement initiatives to increase service availability, reliability, automation, and operational efficiency.

Skills

Python scripting

Linux/Unix

SQL

Incident management

Root cause analysis

Automation

SRE/DevOps

Cloud platforms (AWS/Azure/GCP)

Communication

Team leadership

SLAs / escalation

Problem management

Tools

Monitoring tools

Log analysis tools

Operational tools

Job description

SRE Lead

Exp

7-12 Yrs

Location

Bangalore

Job Description

We are looking for an experienced Site Reliability Engineer (SRE) with strong expertise in Python scripting, Linux/Unix, SQL, production support, incident management, and automation. The ideal candidate should have hands‑on experience working in L3/L4 support environments, managing critical production incidents, driving root‑cause analysis, and leading/handling support teams.

Key Responsibilities

• Drive and coordinate L3/L4 production support activities for critical business applications and services.


• Own the end-to-end incident management and service restoration process for high-impact incidents.


• Assess incident severity, priority, business impact, customer impact, and risk and ensure appropriate escalation.


• Lead troubleshooting and restoration activities for Sev1Sev4 incidents.


• Coordinate with application, infrastructure, database, network, cloud, and other technology teams to restore services within agreed SLAs.


• Perform detailed root‑cause analysis (RCA) and drive corrective and preventive actions.


• Utilize Python scripting for automation, troubleshooting, monitoring, operational improvements, and repetitive task reduction.


• Develop and maintain scripts/tools to automate incident resolution, health checks, operational activities, and service recovery processes.


• Troubleshoot production issues using Linux/Unix commands, SQL queries, logs, monitoring tools, and system/application data.


• Investigate and remediate customer/client data issues and coordinate with relevant technology teams for resolution.


• Perform activities such as batch restarts, service restarts, routing changes, contingency procedures, and controlled recovery actions as required.


• Engage with external software/hardware vendors when specialized technical support is required.


• Drive High Impact Incident Communications, providing timely updates on incident status, business/customer impact, troubleshooting progress, and service restoration.


• Ensure incident tickets contain accurate and complete information, including impact, timeline, actions taken, participants, resolution, and RCA details.


• Work closely with Problem Management teams to provide detailed incident information and support creation of Problem Records.


• Identify and document known errors, repeatable incidents, and recurring production issues in the Known Error Database.


• Conduct regular incident reviews to identify trends, recurring issues, and opportunities for service improvement.


• Create and maintain standard operating procedures, technical documentation, troubleshooting guides, and incident playbooks.


• Identify opportunities for task automation, tooling improvements, and operational efficiency.


• Participate in resiliency exercises and Chaos Engineering activities to improve application and infrastructure reliability.


• Support audit, compliance, and risk remediation activities related to production operations.


• Participate in high-risk and complex technology changes, including Permit‑to‑Operate / change governance activities.


• Monitor service reliability and proactively identify potential production risks and failure points.


• Ensure appropriate access and temporary access requests are reviewed and managed in accordance with defined procedures.


• Lead or coordinate support teams during critical incidents and ensure effective collaboration across technology functions.


• Mentor and guide team members on incident management, troubleshooting, production support, automation, and SRE best practices.


• Ensure the support team follows defined processes, SLAs, escalation procedures, and operational standards.


• Drive continuous improvement initiatives to increase service availability, reliability, automation, and operational efficiency.

Mandatory Skills

• 7+ years of overall experience in Site Reliability Engineering / Production Support / Application Support.


• Strong hands‑on experience in Python scripting.


• Proven experience in L3/L4 production support.


• Strong knowledge of Linux/Unix environments.


• Strong hands‑on experience with SQL and database troubleshooting.


• Experience in incident management and major/high-impact incident handling.


• Strong experience in RCA, problem management, and service restoration.


• Experience with production monitoring, troubleshooting, log analysis, and operational tools.


• Experience in automation and scripting to reduce manual operational activities.


• Proven experience in handling/leading support teams and coordinating multiple technology teams during critical incidents.


• Strong understanding of SLA, incident severity, escalation, change management, and IT service management processes.


• Excellent communication and stakeholder management skills.


• Ability to work under pressure and take ownership during critical production incidents.

Good to Have

• Experience with SRE/DevOps practices and tools.


• Experience with cloud platforms such as AWS, Azure, or GCP.


• Experience with monitoring and observability tools.


• Knowledge of CI/CD and deployment processes.


• Exposure to Chaos Engineering and resiliency testing.


• ITIL / relevant industry certification.


• Experience supporting large-scale, business-critical applications.