Business Production Support

Job Summary

The SRE / BPS Engineer provides hands-on site reliability engineering and business production support for RCG's multi-brand eCommerce experiences across key value streams (Explore, Shop, Book, Manage, and Shared/Platform). Using application and user performance data, this role performs initial triage of production incidents, supports bug analysis, implements SRE best practices, and ensures high availability and performance of the platform. The role demands close collaboration with internal teams and external service providers. The ideal candidate has a solid foundation in SRE/DevOps or production support and is eager to grow into advanced SRE and AIOps practices.

Key Responsibilities:

1.  Product Health: Support incident management, application performance, configuration management, and operational readiness. Partner with stakeholders to ensure monitoring tools meet product needs, and maintain operational documentation.
2.  Incident Management: Participate in incident detection, triage, and service restoration. Analyze, classify, and prioritize incoming tickets, and escalate incidents to the correct teams (Development, AEM, Network, Third Parties).
3. Application Performance Management: Use APM tools (AppDynamics, Datadog, New Relic) and log platforms (Splunk) to monitor performance. Investigate anomalies, identify root causes, and provide data-driven input to prioritize bug fixes.
4.  Configuration & Change Governance: Assist in maintaining technology and configuration standards. Adjust monitoring thresholds, maintain dashboards, and ensure production changes follow established change control processes.
5.  Production Operations Readiness: Support operational readiness reviews for new features by verifying monitoring, alerting, logging, and documentation.
6.  AI-Augmented Operations: Leverage AI and automation tools (e.g., SCOUT, Rovo, AIOps platforms) to accelerate incident triage, reduce manual effort, and improve detection accuracy.

Qualifications & Skills:

•  Experience: 2–6 years in Site Reliability Engineering, DevOps, QA, Application Support, or a related IT operations role.
•  Education: Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related field (preferred).
•  Technical Expertise: Proficiency with web technologies and monitoring tools (AppDynamics, Datadog, Splunk, New Relic). Understanding of API design principles (REST, SOAP, GraphQL) and familiarity with Adobe AEM Cloud and scripting (Python, Shell). Experience with AI/AIOps tooling is preferred.
•  Problem-Solving: Strong analytical skills for diagnosing and resolving production issues following structured workflows.
•  Communication: Excellent written and verbal communication skills for cross-functional collaboration.

Work Environment

•  Participation in a 24x7 on-call rotation may be required, including evenings, weekends, and holidays, to support a global eCommerce platform.