SRE Production Support-Malvern or Dallas

[Mounisha S]

Role Name - SRE Production Support

ROLE_DESCRIPTION -

• Lead 24/7 SRE production support to ensure high availability, reliability, and performance of security applications.
• Act as senior L2 support; drive and coordinate resolution during major incident (MI) calls.
• Monitor systems using observability tools, analyze alerts, and proactively prevent outages.
• Perform in-depth root cause analysis (RCA) and implement long-term reliability improvements.
• Support critical security platforms including IAM, SSO, authentication, and SIEM solutions.
• Leverage Claude (Al) knowledge for advanced troubleshooting, log analysis, and operational insights.
• Define and improve runbooks, SOPs, and knowledge base for efficient incident response.
• Ensure adherence to security, compliance, and audit standards across production environments.
• Collaborate with cross-functional teams to resolve complex issues without involvement in deployments or development.
• Mentor junior support engineers and drive continuous service improvement initiatives.

Skills: EIS : Product Support - Product Engineering