SRE-System & API Gateway Support Specialist

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Job Description

Key Responsibilities Provide day-to-day technical and operational support for enterprise systems and API gateway platforms across production and non-production environments.

Support API consumers throughout the lifecycle, including onboarding, integration, connectivity setup, testing, deployment, and post-production support.

Diagnose and resolve API and platform-related issues involving:

Connectivity and network communication

Authentication and authorization API and gateway configuration

Performance and latency

Service availability

Integration failures

Manage and troubleshoot SSL/TLS certificates, certificate chains, keystores, trust stores, and mutual TLS (mTLS) configurations.

Monitor system and API health using Splunk and Dynatrace, leveraging logs, traces, dashboards, alerts, and other monitoring data to identify and resolve issues.

Manage and coordinate production incidents, ensuring timely investigation, appropriate escalation, stakeholder communication, and resolution across technical teams.

Troubleshoot non-production issues impacting consumer development, integration testing, deployment activities, and release readiness.

Track incidents and support requests through their lifecycle, ensuring appropriate prioritization, ownership, escalation, follow-up, and closure.

Work collaboratively with application, infrastructure, network, security, middleware, and API teams to resolve complex cross-platform issues.

Maintain and continuously improve operational documentation, troubleshooting guides, support procedures, runbooks, and knowledge-base articles.

Review security and vulnerability reports and coordinate with relevant technical teams to track vulnerabilities through remediation and closure.

Participate in scheduled releases, implementation activities, and production support as required.

Required Skills & Experience Strong experience in enterprise application, middleware, API, or production support environments.

Hands-on experience supporting API Gateway / API Management platforms.

Strong understanding of REST APIs, HTTP/HTTPS, API communication, and web-based integration technologies.

Experience troubleshooting authentication and authorization issues within API environments.

Hands-on understanding of SSL/TLS, digital certificates, certificate chains, keystores, trust stores, and mutual TLS (mTLS).Strong experience with Splunk for log analysis, troubleshooting, monitoring, and operational support.

Experience using Dynatrace for application/API monitoring, performance analysis, dashboards, traces, and alerts.

Strong troubleshooting skills across connectivity, configuration, availability, and performance-related issues.

Experience working within structured incident management and production-support processes.

Ability to coordinate issue resolution across multiple technology teams and communicate effectively with both technical and business stakeholders.

Strong documentation skills, including creation and maintenance of runbooks, troubleshooting guides, and operational procedures.

Experience supporting production and non-production environments in a large enterprise setting.

Preferred / Nice-to-Have Skills

Experience with IBM products and technologies, particularly within API, middleware, or integration environments.

Experience working in large, complex enterprise or financial-services environments.

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