Site Reliability Engineer/Production Support

Smart IT Frame LLC; New York (NY); On-site; USD 120,000 - 160,000; Full time

Job summary

Smart IT Frame LLC in New York City seeks a Production Support/Site Reliability Engineer to ensure high availability of production apps and infrastructure. You will troubleshoot issues, analyze incidents, and collaborate with development teams to improve reliability.

Responsibilities include on-call duties, RCA execution, rollout support, and building automation. The role emphasizes observability, monitoring, and incident management to drive continuous improvement.

Qualifications

• Strong Linux/Unix administration and troubleshooting skills.
• Cloud platform experience (AWS/Azure/GCP).
• Experience with monitoring/observability tools (Prometheus, Grafana, ELK, Splunk, Datadog, AppDynamics).
• Hands-on Docker and Kubernetes experience.
• CI/CD pipelines with Jenkins, GitLab CI, GitHub Actions, Azure DevOps, or similar.
• Scripting in Python, Shell/Bash, or PowerShell.
• Git and basic source-control practices.
• Experience troubleshooting REST APIs, microservices, web apps, distributed systems.
• Networking fundamentals (DNS, HTTP/HTTPS, TCP/IP, load balancers, firewalls).
• SQL/Databases like PostgreSQL, MySQL, Oracle, SQL Server.
• Familiarity with incident management tools (ServiceNow, Jira, PagerDuty).

Responsibilities

• Monitor production apps, infra, services, and dbs for high availability and performance.
• Provide L2/L3 production support and troubleshoot issues.
• Analyze alerts, logs and metrics to resolve incidents.
• Participate in 24x7 on-call and incident response as needed.
• Perform RCA for major incidents and drive preventive actions.
• Manage incidents, problems and service requests per SLAs.
• Collaborate with dev teams to troubleshoot defects and production issues.
• Support deployments, releases, rollbacks and changes.
• Develop automation to reduce manual operational tasks.
• Maintain monitoring, alerting, dashboards and observability solutions.
• Identify bottlenecks and recommend improvements.
• Contribute to disaster recovery, backup, failover, and business continuity.
• Maintain runbooks, SOPs and troubleshooting guides.
• Continuously improve reliability, scalability, resilience and efficiency.

Skills

Linux/Unix administration

Cloud environments

Monitoring/observability

Docker & Kubernetes

CI/CD pipelines

Python/Shell/PowerShell

Git & source control

REST APIs & microservices

Networking basics

SQL databases

Incident management tools

Tools

Prometheus

Grafana

ELK/Elastic Stack

Splunk

Datadog

AppDynamics

Job description

Job Title: Production Support/Site Reliability Engineer

Location: New York City, NY

Key Responsibilities

• Monitor production applications, infrastructure, services, and databases to ensure high availability and performance.
• Provide L2/L3 production support and troubleshoot application, infrastructure, and deployment issues.
• Analyze alerts, logs, metrics, and traces to identify and resolve production incidents.
• Participate in 24x7 on‑call / shift‑based support, including incident response and escalation when required.
• Perform Root Cause Analysis (RCA) for major incidents and implement preventive actions.
• Manage incidents, problems, and service requests according to defined SLAs.
• Work with development teams to troubleshoot application defects and production issues.
• Support application deployments, releases, rollbacks, and production changes.
• Develop automation/scripts to eliminate repetitive manual operational activities.
• Implement and maintain monitoring, alerting, dashboards, and observability solutions.
• Identify performance, capacity, and reliability bottlenecks and recommend improvements.
• Participate in disaster recovery, backup, failover, and business continuity activities.
• Maintain operational documentation, runbooks, SOPs, and troubleshooting guides.
• Continuously improve system reliability, scalability, resilience, and operational efficiency.

Required Technical Skills

• Strong experience in Linux/Unix administration and troubleshooting.
• Good knowledge of AWS / Azure / GCP cloud environments.
• Experience with monitoring and observability tools such as Prometheus, Grafana, ELK/Elastic Stack, Splunk, Datadog, or AppDynamics.
• Hands‑on experience with Docker and Kubernetes.
• Good understanding of CI/CD pipelines using Jenkins, GitLab CI, GitHub Actions, Azure DevOps, or similar tools.
• Scripting/programming experience in Python, Shell/Bash, or PowerShell.
• Strong knowledge of Git and source‑control practices.
• Experience troubleshooting REST APIs, microservices, web applications, and distributed systems.
• Good understanding of networking concepts such as DNS, HTTP/HTTPS, TCP/IP, load balancers, and firewalls.
• Working knowledge of SQL and databases such as PostgreSQL, MySQL, Oracle, or SQL Server.
• Experience with incident management and ticketing tools such as ServiceNow, Jira, or PagerDuty.