Site Reliability Engineer (SRE) / Production Support Engineer

This role is ideal for an experienced Site Reliability Engineer (SRE) or Production Support Engineer who thrives in large-scale enterprise environments and enjoys improving reliability, observability, automation, and operational excellence.

You will support critical customer-facing mortgage and home lending platforms, ensuring system stability, performance, and operational resilience. The role combines production support, incident management, observability engineering, automation, and emerging AI-enabled operational practices.

You will partner with engineering, platform, infrastructure, and business teams to reduce operational risk, improve service reliability, and drive self-healing capabilities across complex technology ecosystems. What You’ll Do

• Lead L2/L3 production support activities for mission-critical applications and platforms.
• Serve as a primary responder and coordinator for incident management, problem management, and change management activities using ITIL best practices.
• Monitor the health and performance of applications, infrastructure, and services across hybrid cloud and on-premises environments.
• Build, enhance, and maintain business observability dashboards using Grafana and related monitoring technologies.
• Analyze logs, metrics, traces, and events using platforms such as Splunk, AppDynamics, BigPanda, and Application Insights.
• Drive continuous improvement initiatives to reduce incidents, improve service availability, and optimize system performance.
• Support reliability engineering efforts, including capacity planning, resiliency testing, operational readiness, and service-level objectives (SLOs).
• Develop and maintain automation solutions using Ansible and related technologies to improve operational efficiency.
• Support CI/CD pipelines and deployment processes using tools such as Jenkins, Artifactory, UDeploy, and Terraform.
• Troubleshoot and resolve complex production issues involving Java, .NET, database, middleware, and infrastructure components.
• Partner with development teams to implement resilient, scalable, and observable system designs.
• Leverage knowledge of AI/ML, LLM, and Agentic AI technologies to identify operational efficiencies and innovative support solutions.
• Participate in major incident reviews and contribute to root cause analysis and preventive action planning.
• Support Oracle, MSSQL, and other enterprise database technologies through analysis and troubleshooting.

• 8+ years of experience in Site Reliability Engineering, Production Support, Systems Engineering, or related technical roles.
• Experience leading production support operations within large-scale enterprise environments.
• Strong experience with ITIL-based incident, problem, and change management practices.
• Hands-on experience with observability and monitoring technologies, including:
• Grafana
• Splunk
• AppDynamics
• BigPanda
• Application Insights
• Experience supporting distributed applications across on-premises, hybrid, and cloud platforms.
• Strong troubleshooting skills using Unix/Linux command-line tools.
• Experience supporting large-scale Java and/or .NET applications.
• Experience with Oracle, MSSQL, MongoDB, or similar database technologies.
• Experience working with CI/CD tools including Jenkins, Artifactory, UDeploy, and Terraform.
• Experience implementing automation solutions using Ansible.
• Strong SQL skills with the ability to analyze and troubleshoot application and database issues.

Preferred Qualifications

• Site Reliability Engineering (SRE) experience in a highly regulated industry such as banking, financial services, healthcare, or insurance.
• Experience supporting AI/ML platforms and Large Language Model (LLM)-based systems.
• Understanding of Agentic AI concepts, use cases, operational impacts, and efficiency improvements.
• Experience building self-healing and autonomous operational solutions.
• Strong knowledge of reliability engineering principles, including SLIs, SLOs, and error budgets.
• Experience designing highly available and resilient systems.
• Familiarity with modern observability practices, telemetry collection, and operational analytics.
• Experience collaborating with offshore support teams.

Preferred Attributes

Google values candidates who:

• Solve ambiguous and complex technical problems with a data-driven approach.
• Demonstrate ownership and accountability for production systems.
• Communicate effectively across technical and non-technical stakeholders.
• Continuously improve processes through automation and operational excellence.
• Have a passion for reliability, customer experience, and scalable engineering practices.
• Mentor teams and drive adoption of modern SRE methodologies., * Site Reliability Engineering (SRE)
• Production Support
• ITIL
• Observability Engineering
• Grafana
• Splunk
• AppDynamics
• BigPanda
• Application Insights
• Jenkins
• Terraform
• Artifactory
• UDeploy
• Ansible
• SQL
• MongoDB
• Oracle
• MSSQL
• Java
• .NET
• Unix/Linux
• Incident Management
• Change Management
• Agentic AI
• AI/ML Operations
• LLM Support
• Automation & Self-Healing Systems

Target Candidate: A senior SRE-minded engineer with strong production support expertise, hands-on observability experience, and a solid understanding of AI-enabled operational practices who can help elevate the team’s reliability engineering capabilities.