Sr Production Support SRE

Your opportunity

This role represents a senior individual contributor opportunity to shape and influence a newly formed Shared Production Support model spanning USA and India resources, with equal responsibility across Corporate Applications, Billing, and Treasury. The position is designed for an experienced Production Support professional who brings deep hands‑on expertise and the ability to lead through technical judgment, operational standards, and disciplined execution.

As a Grade 57 Production Support Engineer, this role operates with a high degree of autonomy and accountability, serving as a trusted technical authority during swing/late shift operations. The individual will routinely resolve complex, business‑critical production issues—including nightly batch failures, change release, data integrity issues, and alerting events—and is expected to own incidents end‑to‑end from triage through resolution and root cause analysis.

This is a highly hands‑on role with a strong sense of urgency. In addition to direct production support, the position plays a key role in shaping how production support is delivered, including defining and improving procedures, incident response standards, escalation models, and cross‑regional operating practices. Leadership in this role is demonstrated through influence on process, consistency, and approach, not through formal people management responsibilities.

The role emphasizes a Site Reliability Engineering (SRE) mindset, with an expectation to continuously improve reliability, reduce operational toil, and strengthen preventative practices through better monitoring, automation, and operational rigor. The ideal candidate is motivated to grow further in the SRE direction while remaining deeply engaged in day‑to‑day production support.

This position includes participation in TechLines, ownership of OnCall duties, and regular interaction with development teams, business partners, and leadership to ensure clarity, consistency, and confidence in production operations.

Key Responsibilities

• Provide senior‑level, hands‑on production support across Corporate Applications, Billing, and Treasury

• Act as a technical lead during incidents, independently assessing impact, risk, and recovery options

• Triage and resolve nightly batch, data, and alerting issues with urgency and accountability

• Implement changes into Production in partnership with Dev and Business validations

• Own incidents end‑to‑end, including root cause analysis and follow‑up actions

• Define, refine, and influence support procedures, runbooks, and operational standards

• Influence shared support practices and cross‑regional handoffs between USA and India teams

• Participate in TechLines, incident bridges, and post‑incident reviews

• Apply and promote SRE principles such as reliability, observability, automation, and toil reduction

• Communicate clearly with development teams, business partners, and leadership during production events

• Work Schedule anticipated Monday–Friday, 1:00 PM – 10:00 PM EST

• Participation in OnCall rotations in addition to scheduled hours

What you have

Required Experience & Qualifications

• 5+ years of experience in Production Support, Application Support, or SRE roles supporting enterprise‑scale systems

• 1+ year Schwab billing production support

• 1+ year of Schwab technology domain experience gained as a current or recent contractor of employee

• Proven success operating as a senior individual contributor with independent ownership of complex issues

• Bachelor’s degree in Computer Science or a related technical discipline (or equivalent practical experience)

• Broad technical knowledge including:

• SQL and database troubleshooting

• Networking fundamentals (TCP/IP, DNS, load balancing)

• Active Directory and identity/access concepts

• Cloud platforms, plus physical, virtual, and cloud‑based servers

• Updates and Maintenance of OS and Applications

• Disaster Recovery and Failover fundamentals and execution

• Strong experience with incident management, batch processing, monitoring/alerting, and root cause analysis

• Excellent communication skills with the ability to influence outcomes without formal authority, both verbal and written

Preferred Experience

• Exposure to software development or development support activities (any language)

• Demonstrated SRE mindset with interest in reliability engineering and automation

• Experience supporting financial, billing, treasury, or other regulated business applications

• Relevant technical certifications

Work Schedule & Availability

• Monday–Friday, 1:00 PM – 10:00 PM EST

• Swing / late shift operational coverage

• Participation in OnCall rotations in addition to scheduled hours

• Availability for TechLines and critical production events