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Bnyn Softtech
Senior Site Reliability Engineer & Support Lead
Bnyn Softtech
Chennai•On-site•5-8 Yrs•1 hour ago
Job description
Overview
Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers.
Responsibilities
- Unified data & end-to-end visibility across the streaming workflow
- Best-in-class incident intelligence and RCA tooling (including timestamped evidence packs)
- Operating-model improvements via shared views, collaboration, AI MCP Servers and rich knowledge bases
- Business value and ROI reporting for capacity optimization and performance insights
- Reliability ownership :
- Ensure high availability, performance, and change safety across the system (UI/API and ingest, process & query pipelines), with strong SLO discipline and continuous improvement.
- Support leadership :
- Run and evolve the support operation triage, escalation, incident response coordination, tooling, and (over time) building a strong support team in Chennai to deliver world-class customer outcomes.
- This is a highly impactful role at the intersection of SRE, incident management, observability engineering, and customer-facing support.
- Reliability Ownership (Primary) :
- Define and maintain SLOs, error budgets, and service health reporting.
- Own availability and performance of :
- Drive capacity planning for live-event spikes, load testing, and scaling strategies.
- Prevent recurring issues through high-quality RCAs and rigorous follow-through.
- On-Call & Incident Management (Run the Room) :
- Build and evolve the on-call operating model : severity levels, paging rules, escalation paths, comms templates.
- Lead high-severity incidents end-to-end : triage, mitigation, rollback, stop the bleeding decisions, stakeholder comms.
- Track MTTA/MTTR and implement systemic improvements over time.
- Observability for the Observability Platform (Meta-Observability) :
- Own who watches the watcher? - monitoring and alerting for Touchstreams monitoring pipeline itself.
- Standardize telemetry conventions (logs/metrics/traces) across services.
- Build and maintain dashboards for :
- Tune alerting to reduce noise : dedupe, routing, symptom vs cause, threshold hygiene.
- Release Engineering & Change Safety (Bulletproof Change Management) :
- Implement guardrails : feature flags, progressive delivery/canaries, automated rollback triggers.
- Maintain release readiness practices : migration checks, backfills, customer impact assessment, capacity impacts.
- Drive change metrics : deploy frequency, change failure rate, recovery time from deploys.
- Cost & Efficiency Ownership (Cloud Economics) :
- Monitor and optimize cost per GB ingested/stored/queried.
- Enforce retention policies, tiering, sampling, and query limits without breaking customer value.
Qualifications
- 8+ years in SRE, production operations, technical support for SaaS, or NOC/ops roles with strong reliability ownership.
- Strong Linux fundamentals; comfort with debugging distributed systems.
- Strong understanding of cloud infrastructure (AWS and/or GCP) and service operations.
- Ability to automate operational work (Python and/or shell scripting); comfort with APIs and CLI tooling.
- Strong understanding of video streaming and delivery concepts : HLS, DASH, CMAF, ABR, CDNs, origin, HTTP, caching, DNS, SSL/TLS.
- Familiarity with AWS Media Services is a big plus.
- Proven ability to run escalations and communicate clearly in high-pressure incidents.
- Strong written and verbal English; confidence presenting incident status and RCAs to customers.
- Comfortable with flexible hours to support global customers (overlap with Europe/US time zones as needed).
- Bias for action, continuous improvement mindset, and strong ownership.
- Prior experience supporting high-scale, always-on streaming events and live operations.
- Familiarity with IT service management frameworks (e.g., ITIL).
- Security operations exposure (secrets management, vulnerability management, audit logging).
- A senior, high-ownership role shaping reliability + support for a mission-critical observability platform in OTT streaming.
- Direct impact on global broadcasters and streaming services - improving viewer experience at scale.
- Opportunity to build the SRE/support operating model and grow the Chennai support function over time.
- Collaboration with a globally distributed team across engineering, integrations, operations, and product.