Site Reliability Engineer

About the Role:

As an Engineer – QUADs, you will be responsible for improving the quality and performance of MSME Digital Solutions, including the MSME Super App (customer-facing) and Web Applications (used by Branch Teams). This role requires a customer-first mindset, where you analyze service requests, complaints, and frequent queries to identify patterns, document root causes, and generate actionable insights. Your work will directly support Product, SDG, and Engineering teams in making data-driven decisions to enhance user experience and application metrics.

This role requires a customer-first mindset, where you analyze service requests, complaints, and frequent queries to identify patterns, document root causes, and generate actionable insights.

Responsibilities:

• Own and resolve service requests (SRs), complaints, and incidents through timely root cause analysis.
• Analyse logs, API responses, and system behaviour to troubleshoot and resolve issues.
• Monitor application metrics to proactively detect anomalies and performance degradation.
• Develop a deep understanding of product workflows to identify deviations from expected behaviour.
• Document recurring issues, resolutions, and prepare RCA reports for long-term fixes.
• Act as a technical escalation point and coordinate with engineering, SDG, and product teams.
• Gather structured feedback from customer-facing teams to capture real-world pain points.
• Translate feedback and incident data into actionable insights for platform improvement.
• Create and maintain dashboards and reports to track SR trends, resolution metrics, and system health.
• Present insights to leadership and product teams to support data-driven decisions.
• Collaborate cross-functionally with operations, engineering, and product stakeholders.
• Communicate findings clearly to both technical and non-technical audiences.
• Stay aligned with internal tools, processes, and best practices for continuous improvement.

Required Skills:

• A Bachelor/Master degree in relevant field.
• Strong analytical skills with a structured, customer-focused approach to problem-solving.
• Experience writing SQL queries across MySQL, PostgreSQL, or MongoDB databases.
• Familiarity with REST APIs, including request/response analysis and HTTP status codes.
• Hands-on use of tools like Postman, ServiceNow, and JIRA for debugging and tracking.
• Understanding of web application behaviour and performance best practices.
• Ability to trace issues using logs and identify root causes in distributed systems.
• Clear communication of technical insights to both technical and business teams.
• Organized and adaptable, capable of managing multiple priorities in a fast-paced environment.