SRE Application Support Analyst

SRE Application Support Analyst Location: San Francisco, CA (Onsite) Job Overview We are seeking an experienced SRE Application Support Analyst with strong experience supporting Retail / eCommerce applications in a production environment. The ideal candidate should have hands-on experience with SRE practices, incident management, observability tools, and leading L2/L3 support teams supporting mission-critical applications. Key Responsibilities • Provide Site Reliability Engineering (SRE) support for retail and eCommerce applications in a production environment. • Monitor application health using logs, metrics, and availability indicators to ensure uptime and reliability. • Manage alerts, incidents, change management, CAB approvals, and production deployments following ITIL framework. • Lead P1/P2 incident bridge calls, coordinate with stakeholders, and drive RCA (Root Cause Analysis) and PIR (Post Incident Review). • Work with observability tools for monitoring, logging, alerting, and dashboards (Dynatrace, Splunk, Datadog, ELK, Grafana). • Collaborate with Dev, infrastructure, and cross-functional teams to troubleshoot issues and improve system reliability. • Support microservices-based eCommerce applications and retail platforms such as Sterling OMS and XStore. • Define SRE roadmaps, identify monitoring requirements, and establish service health metrics. • Manage L2/L3 support teams providing 24x7 production support. • Generate weekly/monthly service reports (WSR/MSR) using ITSM ticket data and present insights to leadership and customers. • Develop and maintain SOPs, runbooks, and operational documentation. Required Skills • Experience working as SRE / Production Support / Application Support Engineer in Retail or eCommerce environments. • Strong knowledge of SRE principles including: • Logs and metrics monitoring • Availability monitoring • Uptime tracking • SLA, SLI, and SLO management • Hands-on experience with observability and monitoring tools such as: • Dynatrace • Splunk • Datadog • ELK Stack • Grafana • PagerDuty • Experience with incident management, change management, CAB processes, and production deployments. • Strong experience working with ITSM platforms such as ServiceNow, JIRA, or BMC Remedy. • Knowledge of microservices architecture and retail platforms like Sterling OMS and XStore. • Experience leading L2/L3 application support teams providing 24x7 support. Preferred Skills • Strong client-facing communication skills. • Experience collaborating with global/offshore teams. • Ability to work in a fast-paced production support environment. • Experience working with cloud, infrastructure, and Dev teams. • Strong documentation and reporting skills. Key Traits • Customer-focused mindset • Strong problem-solving skills • Ability to manage critical incidents • Collaborative team player • Proactive and solution-driven attitude