Sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. The Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. The role is hands-on and customer-facing, requiring strong investigation skills, explicit communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact.

KEY RESPONSIBILITIES
Technical Troubleshooting & Incident Resolution – Investigate and resolve complex technical issues across application, infrastructure, and platform layers. – Analyze logs, metrics, traces, and alerts to identify root causes and correlate symptoms across systems. – Troubleshoot Kubernetes and container issues, including pods, services, deployments, networking, and resources.
Customer-Facing Support – Engage directly with enterprise banking customers to understand, investigate, and resolve technical issues.



– Communicate findings clearly to technical and non-technical customer stakeholders during investigations.

Observability & AI-Assisted Operations – Use tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate behavior. – Work with the platform's AI-driven SRE capabilities — incident insights, auto-remediation, and AI-based root cause analysis — validating findings and acting on them. – Improve runbooks, dashboards, alerts, and support processes based on recurring issues and lessons learned.
Platform Support – Support Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments. – Assist with deployment-related troubleshooting when required; deployment ownership is a plus, not a core requirement.

REQUIRED EXPERIENCE & CAPABILITIES
Technical Expertise – Strong hands-on troubleshooting experience across production or customer-facing technical environments — the singl

📌 Senior Site Reliability Engineer (Pune)
🏢 FIS Capital Markets
📍 Pune