Senior Site Reliability Support Engineer

What is Equisoft? Equisoft is a global provider of digital solutions for insurance and investment, recognized by over 250 of the world's leading financial institutions. We offer a comprehensive ecosystem of scalable solutions that help our customers meet all the challenges brought about by this era of digital transformation, thanks to our business needs-driven approach, industry knowledge, cutting-edge technologies and experts.  With its business-driven approach, in-depth industry knowledge, cutting-edge technologies and multicultural team of experts based in North America, the Caribbean, Latin America, Europe, Africa, Asia and Australia, Equisoft helps its customers meet the challenges of this era of digital transformation. 

Why Choose Equisoft? With 950+ employees, we are a stable organization that offers career advancement and fosters a stimulant environment. If that's not enough, then check out these other perks below:   

• Hiring Location: India (Hyderabad City)     

• Internal job title: Site Reliability Engineer 

• You are welcome to work in our office, hybrid or remote

• Full-time Permanent Role 

• Benefits available day 1: medical, dental, term life/personal accident coverage, wellness sessions, telemedicine program, etc.

• Flexible hours

• Number of hours per week: 40    

• Educational Support (LinkedIn Learning, LOMA Courses and Equisoft University)  

Role: The Site Reliability Engineer reports to the Manager, Product Development and works closely with 5 other specialists like DevOps, Cloud Architect and Release Coordinator. Has also to collaborate with the development Team. The incumbent will be responsible for ensuring the reliability, performance, and support of our production systems. This role combines the responsibilities of a Site Reliability Engineer and a Production Support Engineer, providing technical support and implementing automation to enhance system reliability.

Below is a brief description of the expected product the candidate will be working on

Equisoft/Illustrate is a powerful life insurance illustration software. Highly flexible, it lets you weigh up options for one or more policy types, generate various scenarios and compare entire products or certain features. An insurer can thus provide its agents with a sales tool customized to its business and deploy sales strategies in line with product development. 

Your Day with Equisoft:   

• Monitor daily SaaS operations to ensure consistent performance, reliability, and availability of services for customers.

• Ensure adherence to SLAs (Service Level Agreements) by proactively monitoring and addressing potential issues to maintain high uptime and service quality.

• Execute incident management procedures for outages or performance issues, including troubleshooting, root cause analysis, and post-mortem reviews.

• Work on improving the operational efficiency of SaaS applications by fine-tuning infrastructure, monitoring systems, and optimizing performance.

• Ensure all SaaS applications meet required security and compliance standards, conducting regular audits and addressing vulnerabilities proactively.

• Identify areas for process improvement, driving automation initiatives to streamline workflows, reduce manual work, and enhance operational efficiency.

• Act as a point of escalation for customer issues related to SaaS applications, working with support teams to resolve high-priority cases.

• Monitor, analyze, and report on operational metrics (uptime, response times, incident counts), providing regular updates to stakeholders with updated documentation.

• Participate in disaster recovery exercises, ensuring regular backups and testing recovery processes for business continuity.

• Ensure SaaS operations align with industry standards and best practices, to provide a structured and effective service management approach.

• Work closely with development and operations teams to ensure seamless integration and deployment.

• Address and resolve production issues promptly to minimize downtime.

• Participating in on-call incidents, troubleshooting issues and performing root cause analysis on rotations to ensure 24/7 system availability.

Requirements:   

Technical  

• Bachelor's Degree in Computer Engineering or Information Technology or College Diploma combined with 3 years of relevant experience   

• 3+ years of experience in a similar role (Site Reliability Engineer, Production Support Engineer, DevOps, Programmer or related).

• Proven track record of managing and optimizing production systems.

• Strong knowledge of system administration, networking, and Azure cloud services.

• Experience with CI/CD pipelines and infrastructure as code (e.g. Terraform)

• Experience with monitoring and alerting tools (e.g. Azure Monitor, Application Insights).

• Hands-on experience with Azure Kubernetes Service (AKS), Azure Container Instances, and container orchestration

• Experience working closely with software development teams.

• Ability to read and understand code (exemple .Net, C#, Java or Python) to assist in debugging and identifying root causes of issues.

• Familiarity with application logs, stack traces, and performance profiling tools to pinpoint problems efficiently.

• Solid understanding of Azure SQL Database, Cosmos DB, and other Azure data services

• Excellent knowledge of English (spoken and written)   

Soft skills  

• Strong sense of organization and prioritizing    

• Excellent troubleshooting and problem-solving skills.

• Ability to collaborate, communicate, write and synthesize information    

• Ability to multi-task in a rapid-paced environment   

• Team spirit, tact, diplomacy, autonomy, rigor, and discipline 

Equisoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.