• Collaborate with Product, Customer Support, and Operations teams and serve as technology first responder to efficiently resolve escalated issues • Coordinate with and train additional team members (including offshore team members) to ensure 24/7 support • Monitor production systems for performance, availability, and reliability • Respond to and manage production incidents, triaging and performing root cause analysis and help implementing fixes to prevent recurrence • Develop, maintain, and optimize monitoring and alerting systems to proactively identify issues • Analyze system performance and identify areas for improvement • Collaborate with engineering teams to optimize application and infrastructure performance • Implement and manage capacity planning and scaling strategies • Automate repetitive tasks and processes to increase operational efficiency • Develop and maintain scripts and tools for system management and monitoring • Implement and maintain SRE principles, including service level objectives (SLOs), service level indicators (SLIs), and error budget • Participate in the design and implementation of disaster recovery and high-availability solutions • Maintain comprehensive documentation for systems, processes, and incident management procedures • Create and deliver regular reports on system health, incident trends, and performance metrics • Work closely with development teams and SaaS vendors’ product teams to ensure new features and changes are reliable and scalable • Partner with Saas vendors to ensure timely resolution of platform issues, enforcing SLAs for urgent issues and monitoring backlog remediation for items with lower priority or longer lead times • Communicate effectively with stakeholders to provide updates on incident resolution and system status • Stay current with industry trends, technologies, and best practices in SRE and production support • Propose and implement improvements to processes, tools, and systems • Perform other duties as assigned