SRE Production Support Engineer

About Tech Mahindra

Tech Mahindra, a member of the US $15.4 billion Mahindra Group, stands as a premier global systems integrator and consulting firm focused largely on telecommunications. The company drives innovation and transformation via exclusive insights, adaptable partnering models, and differentiated services. This focus has assisted clients in minimizing operational expenses, unlocking new revenue sources, and boosting their competitive stance. In 2009, Tech Mahindra expanded by acquiring Mahindra Satyam, a leader in business and IT services.

The company's expertise spans Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security Consulting, and Testing. Tech Mahindra's offerings include Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management, as well as BSG services (BPO, Services, and Consulting). Serving telecom service providers, equipment manufacturers, and independent software vendors, it is a trusted partner for top wireline, wireless, and broadband operators in Europe, Asia-Pacific, and North America.

With over 16 Greenfield Operations globally and more than 130 ongoing customer projects mostly in telecom, Tech Mahindra has also supported 8 major transformation programs for incumbent telecom operators. Its global presence covers operations in over 31 countries, 17 sales offices, and 15 delivery centers. Certified at SEI CMMi Level 5 and holding ISO 9001:2008 & BS7799 certifications for its development centers, the company boasts a workforce exceeding 40,500 professionals blending rich culture, domain knowledge, and technological expertise.

Role Summary

We are looking for a technically adept and proactive Site Reliability Engineer (SRE) specializing in Production Support and Application Management. The role centers on maintaining application availability, driving incident resolution, monitoring systems, troubleshooting issues, and ensuring operational excellence in compliance with established SLAs and SLOs. Strong analytical acumen, hands-on experience with monitoring tools, Linux scripting, automation, and DevOps practices are essential.

Key Responsibilities

• Deliver L2 and L3 production support for vital business applications.
• Handle incident management, problem resolution, and service requests following ITIL protocols.
• Guarantee compliance with designated Service Level Agreements and Service Level Objectives.
• Continuously track application health, uptime, performance, and dependability.
• Conduct comprehensive root cause analyses (RCA) for production incidents and enforce preventive solutions.
• Investigate application, system, and infrastructure logs to detect and resolve issues.
• Collaborate closely with Development, Infrastructure, and DevOps teams to facilitate application deployment and support.
• Manage and upgrade CI/CD pipelines using Jenkins and related DevOps technologies.
• Develop automated processes to minimize reliance on manual operational tasks.
• Assist in release management, change control, and environment configuration activities.
• Participate actively in on-call rotations and major incident management protocols.
• Create and update operational runbooks, standard operating procedures, and detailed technical documentation.