Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : Site Reliability Engineering Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education

Summary A Site Reliability Engineer (SRE) ensures systems are stable, scalable, and highly available, bridging the gap between Business Application development and IT operations. This role combines automation, observability, incident response, and performance engineering to maintain continuous service reliability while accelerating delivery velocity. The Site Reliability Engineer designs and maintains production systems that meet defined Service Level Objectives (SLOs) and error budgets. Using software engineering principles, an SRE prevents downtime, automates operations, and improves platform performance through observability, fault tolerance, and system resilience.

Key Responsibilities

• Reliability and Performance: Monitor and optimize system uptime, latency, and throughput to meet SLOs and SLIs.
• Incident Management: Lead incident response, manage escalations, perform root cause analysis (RCA), and drive postmortem reviews.
• Automation and Tooling: Develop CI/CD pipelines, automate infrastructure management, and eliminate manual toil through scripting and orchestration.
• Monitoring and Observability: Implement metrics, logging, and tracing frameworks (Prometheus, Grafana, ELK, Datadog) to gain real-time visibility into distributed systems.
• Capacity Planning: Conduct resource forecasting, design scalable infrastructure, and handle performance under surge conditions.
• Change & Release Management: Partner with developers to ensure safe, reliable rollout of new features with automated testing and rollback mechanisms.
• Disaster Recovery & Resilience Engineering: Implement multi-region resilience strategies, chaos tests, and failover automation for business continuity.
• Process Improvement: Use post-incident analytics to refine operational practices and improve reliability with data-driven improvements.
• Collaborate with product, design, ML, and DevOps teams to build intelligent workflows and user experiences
• Implement Infrastructure as Code (IaC) using tools like Terraform, CloudFormation, AZURE DEV OPS or Pulumi.