Key Responsibilities 

• Serve as the primary technical support and reliability owner for business-critical applications in production environments. 

• Develop deep expertise in application architecture, workflows, integrations, dependencies, and user journeys to effectively troubleshoot complex issues. 

• Monitor application health, performance, availability, and customer experience using observability and monitoring tools. 

• Partner closely with software engineering teams to ensure stable releases, effective deployment strategies, and operational readiness. 

• Lead incident response activities, including triage, troubleshooting, root cause analysis, resolution, and post-incident follow-up actions. 

• Support and troubleshoot application components running in cloud and containerized environments, including Kubernetes/AKS. 

• Analyze application logs, telemetry, and transaction data to identify performance bottlenecks, recurring issues, and opportunities to improve reliability. 

• Improve observability through dashboards, alert optimization, synthetic monitoring, and proactive health checks for critical business workflows. 

• Perform operational maintenance activities, including application upgrades, patch validation, vulnerability remediation, and release support. 

• Create and maintain runbooks, knowledge articles, support documentation, and operational procedures to ensure consistent support coverage. 

• Collaborate with product, engineering, infrastructure, and security teams to improve service reliability, resiliency, and customer experience. 

• Drive continuous improvement initiatives aimed at reducing incidents, shortening recovery times, and increasing platform stability. 

Required Qualifications 

• 5+ years of experience in Application Support, Site Reliability Engineering (SRE), Production Support, DevOps, or a similar operational role. 

• Strong experience supporting complex enterprise applications in production environments. 

• Deep understanding of application architecture, APIs, integrations, and distributed systems. 

• Proven experience troubleshooting application, performance, availability, and user-impacting issues in real-time production environments. 

• Strong incident management experience, including ownership from detection through resolution and root cause analysis. 

• Hands-on experience with monitoring and observability tools, including log analysis, dashboards, metrics, and alert management. 

• Experience supporting applications hosted in Microsoft Azure environments. 

• Experience working with Kubernetes/AKS or other containerized platforms. 

• Strong Linux and/or Windows Server administration skills. 

• Solid understanding of networking fundamentals, including TCP/IP, DNS, load balancers, VPNs, and firewalls. 

• Strong analytical and troubleshooting skills with the ability to manage high-priority incidents under pressure. 

• Excellent communication skills with a customer-focused mindset. 

Desired Skills 

• Experience supporting healthcare, regulated, or mission-critical applications. 

• Knowledge of CI/CD pipelines and release management practices. 

• Experience with Azure Monitor, Application Insights, Log Analytics, KQL, Prometheus, Grafana, or similar observability platforms. 

• Experience with synthetic monitoring and end-to-end transaction monitoring. 

• Familiarity with application performance monitoring (APM) tools. 

• Experience supporting microservices-based and API-driven architectures. 

• Understanding of reliability engineering concepts such as SLIs, SLOs, error budgets, and service health metrics. 

• Azure certifications are a plus. 

Behaviors 

• Customer-Focused: Understands business and customer impact and prioritizes service restoration accordingly. 

• Problem Solver: Identifies root causes and implements long-term solutions rather than temporary fixes. 

• Ownership Mindset: Takes accountability for incidents and drives resolution through completion. 

• Collaborative: Works effectively across engineering, product, infrastructure, and support teams. 

• Proactive: Identifies reliability risks before they become production issues. 

• Adaptable: Maintains composure during major incidents and shifting priorities. 

• Detail-Oriented: Thoroughly validates changes, documents findings, and ensures operational readiness. 

How We Work 

• On-Call Support: Participate in a rotating 24x7 support model, responding to and coordinating critical production incidents. 

• Cross-Functional Collaboration: Partner closely with software engineering, infrastructure, product, and security teams to improve reliability and operational excellence. 

• Continuous Improvement: Use production insights, incident trends, and operational metrics to drive ongoing improvements in application stability, performance, and customer experience. 

• Knowledge Sharing: Foster a culture of documentation, operational excellence, and continuous learning across the team. 

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

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Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status.  We strive to provide a comprehensive benefits package that supports our employee’s health, wellness, and financial goals.  Please note that benefits may be discussed in more detail during the hiring process. 

• Vacation to help you rest, recharge, and connect with loved ones

• Paid leave benefits

• Extended health, paramedical, dental, and vision benefits

• Registered retirement and tax-free savings plans

• Tuition reimbursement, life insurance, EAP – and more!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, HIV status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.