Production and Support Engineer - Autosys

Teksystems; United States; Hybrid; USD 26,000 - 42,000; Full time

Job summary

Teksystems is seeking a Support Engineer (MIM) to join our hybrid team in India. The role focuses on incident management for high-severity events, ownership from declaration to mitigation, and clear external communications.

You will lead incident reviews, coach incident managers, coordinate with Engineering, Operations and partners, and continuously improve response playbooks and observability integrations.

Qualifications

• Bachelor's degree in Computer Science or Information Technology or equivalent practical experience.
• 6+ years of experience in incident management, site reliability engineering for production services.
• Demonstrated experience building or scaling an incident management program in a production or customer-facing environment.
• Proven ability to define, measure, and influence operational metrics (MTTD, MTTR, etc.).
• Experience facilitating postmortems and applying root cause analysis frameworks to drive durable improvements.

Responsibilities

• Serve as Incident Commander on high-severity events, owning the response from declaration through mitigation, driving cadence, and removing blockers.
• Make timely, well-reasoned decisions under pressure, including escalations, when to engage additional teams, and when to communicate externally.
• Own incident communications throughout the lifecycle - delivering concise, accurate updates to engineering, leadership, partners, and stakeholders.
• Set direction for and coach a team of incident managers, driving consistent execution, quality, and continuous improvement across the team.
• Maintain a clear incident record - timeline, key decisions, actions taken, and impact assessment - so post-incident work starts from a strong foundation.
• Lead post-incident reviews that focus on systemic learning, ensuring every incident produces durable observations, clear action items, and named owners.
• Partner closely with Problem Management to translate post-incident learnings into prevention work.
• Continuously improve response playbooks, and escalation paths.
• Build strong working relationships across Engineering, Operations, and external partners.
• Identify and surface cross-functional gaps - process, tooling, ownership, observability - and drive them to resolution.

Skills

Incident management

SRE/DevOps

Cross-functional

Communication

Root cause analysis

Education

Bachelor's degree in CS/IT

Tools

ServiceNow

PagerDuty

Slack

Datadog

Job description

Title: Support Engineer (MIM)

Location: Hyderabad/Bengaluru

Work Mode: Hybrid

Shift: 24/7

Notice Period: Immediate

Responsibilities:

Serve as Incident Commander on high-severity events, owning the response from declaration through mitigation, driving cadence, and removing blockers.

Make timely, well-reasoned decisions under pressure, including escalations, when to engage additional teams, and when to communicate externally.

Own incident communications throughout the lifecycle - delivering concise, accurate updates to engineering, leadership, partners, and stakeholders.

Set direction for and coach a team of incident managers, driving consistent execution, quality, and continuous improvement across the team.

Maintain a clear incident record - timeline, key decisions, actions taken, and impact assessment - so post-incident work starts from a strong foundation.

Lead post-incident reviews that focus on systemic learning, ensuring every incident produces durable observations, clear action items, and named owners.

Partner closely with Problem Management to translate post-incident learnings into prevention work.

Continuously improve response playbooks, and escalation paths.

Build strong working relationships across Engineering, Operations, and external partners.

Identify and surface cross-functional gaps - process, tooling, ownership, observability - and drive them to resolution.

Minimum Qualifications:

• Bachelors degree in Computer Science or Information Technology or equivalent practical experience.
• 6+ years of experience in incident management, site reliability engineering for production services.
• Demonstrated experience building or scaling an incident management program in a production or customer-facing environment.
• Proven ability to define, measure, and influence operational metrics (MTTD, MTTR, etc.).
• Experience facilitating postmortems and applying root cause analysis frameworks to drive durable improvements.
• Strong cross-functional collaboration skills, particularly with engineering, product, and executive stakeholders.
• Excellent communication skills under pressure, with the ability to drive clarity and urgency.
• Experience with incident tooling (e.g., ServiceNow, PagerDuty, Slack automation, observability platforms,).
• Preferred Qualifications
• Hands-on engineering background (SRE, DevOps, or software engineering).
• Experience leading incident programs across global teams or regulated environments.
• Background in high-availability systems and customer-critical services.
• Experience integrating incident workflows with observability platforms (e.g., Datadog).
• Experience driving change in cross-functional or matrixed organizations.