Senior SRE / Production Support / Application Support Engineer

Key skills to look for

Must Have

• Strong SRE / Production Support experience
• Excellent troubleshooting and problem-solving skills
• Hands-on understanding of APIs, SQL, databases, and log analysis
• Ability to quickly understand and build SME knowledge of PNO applications
• Experience with Incident Management / ITIL processes
• Hands-on experience with ServiceNow (SNOW) and similar incident/ticketing tools such as Wicket
• Experience managing P1/P2/P3 production incidents
• Strong collaboration with IT, SRE, Business, Development and Infrastructure teams
• Experience in RCA preparation, incident documentation, and corrective/preventive actions
• Ability to track and update incidents, action items, SLAs and resolution status
• Experience tracking production/support metrics and KPIs

Good to Have

• Monitoring/observability tools such as Dynatrace
• Splunk, ELK, Grafana, Prometheus or similar monitoring/logging tools
• Cloud knowledge AWS/Azure/GCP
• Automation/scripting using Python, Shell or PowerShell
• CI/CD and DevOps exposure
• Performance monitoring and capacity analysis

Ideal candidate profile

Look for someone who is not just a ticket-management/support resource, but someone who can independently investigate a production issue by:

Incident Analyze logs Check API behavior Validate SQL/DB Identify root cause Coordinate with relevant teams Drive resolution Document RCA Track metrics/prevent recurrence

For senior profiles, I would give more weight to hands-on troubleshooting and production incident ownership than simply having an "SRE" title on the resume.