Support Analyst

Role Overview

We are building a reliability-driven operations model and are looking for a Site Reliability Engineer (L2) to support and engineer production resilience across a hybrid infrastructure (AWS + On-Prem).

This role is ideal for a strong L2 operations engineer who wants to move beyond reactive support and contribute to automation, reliability engineering, and production stability at scale.

The primary objective of this role is to reduce MTTR, eliminate repetitive incidents through automation, and improve uptime across business-critical systems.

L2: 4-6 years of experience in IT Operations / Production Support / SRE

Key Responsibilities

Production Reliability & Incident Management

• Manage L2 production incidents across AWS and on-prem environments
• Perform structured Root Cause Analysis (RCA)
• Drive permanent fixes to recurring issues
• Participate in on-call rotation 247
• Critical Incident Management

Automation & Engineering

• Develop scripts (Python / PowerShell / Bash) to automate repetitive tasks
• Contribute to self-healing automation initiatives
• Improve monitoring coverage and reduce alert noise
• Maintain and enhance operational runbooks

Infrastructure & Cloud Operations

• Support AWS services (EC2, RDS, VPC, IAM, CloudWatch)
• Manage Linux and Windows servers
• Assist in patching, backup validation, and system health management
• Collaborate on Infrastructure-as-Code initiatives (Terraform/Ansible preferred)

Monitoring & Observability

• Work with monitoring tools (Zabbix/ Datadog / AppDynamics / Splunk / Prometheus or similar)
• Tune alerts to reduce false positives
• Create dashboards for service visibility
• Track SLO/SLI metrics for Tier-1 applications

Continuous Improvement

• Identify high-frequency operational issues and propose automation
• Contribute to reliability KPIs (MTTR, uptime, incident recurrence)
• Support capacity planning and performance optimization

Key Behavioural Competencies

• Strong troubleshooting mindset
• Automation-first thinking
• Ownership of production stability
• Clear documentation discipline
• Ability to work under pressure in production environments
• Collaborative approach across engineering and operations teams

Career Growth Opportunity

This role is part of a strategic SRE transformation initiative. High performers will have opportunities to:

• Lead automation initiatives
• Own reliability domains (Cloud / On-Prem / Observability)
• Transition into Senior SRE / Reliability Lead roles

Why Join This Role

• Be part of a structured reliability transformation
• Move from reactive support to engineering-led operations
• Work across hybrid infrastructure (Cloud + Data Center)
• Contribute to measurable uptime and cost optimization goals

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.