Site Reliability Engineer - Observability at Encora10

Application Support Engineer (Site Reliability Engineer) Location: Indianapolis, IN - onsite 3 days a week Overview Are you a technical detective with a passion for scalable, performant, and resilient enterprise applications? Do you thrive in incident management and root cause analysis? Are you excited to collaborate with development teams to enhance application performance and reliability? If so, we want to meet you! Encora is seeking a Senior Application Support Engineer (SRE) to join our dynamic team of consultants. In this role, you’ll lead efforts to ensure the reliability, availability, and performance of mission-critical applications and platforms. What You’ll Do As a Senior Application Support Engineer, you will: • Be part of a global production operations team responsible supporting external facing web applications. • Manage incidents, perform root cause analysis, and implement preventative solutions. • Collaborate with development, infrastructure, and platform engineering teams to improve system reliability. • Work within a global team to enable 24x7 support model for internal triage, communication, and root cause analysis. Key Responsibilities • Provide 24/7 support as part of a team for production web applications running on AWS or Mulesoft APIs. • Monitor and troubleshoot issues using observability tools like Splunk. • Investigate and expand functionality in Splunk to enable Splunk AI solutions. • Create dashboards and capture metrics to improve visibility and performance. • Respond proactively to system alerts and customer complaints. • Identify where issues are manifesting from source systems or processes and provide recommendations for deflecting incidents • Apply industry best practices to support processes. • Participate in a planned on-call rotation. Qualifications • 2–5 years of experience in Tier 2 or Tier 3 IT support roles (e.g., systems analysis, development, data/reporting). • Strong ability to analyze logs and code to resolve Tier 2 issues. • Experience in application-focused support engineering or SRE roles. • Excellent written and verbal communication skills. • Proficiency with observability tools (OpenTelemetry, Splunk, AppDynamics, Datadog). • Hands-on experience with AWS and/or Kubernetes. • Background in DevOps and scripting (Python preferred). • Familiarity with ITIL practices, incident management, and documentation. • Experience with disaster recovery, business continuity, and ServiceNow dashboards. • Comfortable working in Linux environments and shell scripting. Preferred Qualifications • Bachelor’s or Master’s degree in Computer Science, Engineering, or related field. • Consulting experience and Agile methodology background. • Proven ability to lead small to medium-sized teams. • Certifications: ITIL Foundation, AWS, Azure, or GCP. • Experience with Mulesoft, Postman, and API testing support. • Understanding of networking concepts in cloud-native environments (AWS/Kubernetes/OpenShift). What We Value • A proactive, “Can Do” attitude. • Self-driven and autonomous work style. • Strong communication across internal and external teams. • Passion for operational excellence and continuous improvement. • Commitment to compliance and industry best practices.