Senior Site Reliability Engineer (SRE) & Support Lead

Overview

TechGrove is the Centre of Excellence for Banyan Software, based in Chennai, India. It plays a key role in supporting Banyan’s global businesses through technology, security, and software development. TechGrove brings together India’s deep pool of technical talent with Banyan’s long-term approach to growth, creating a trusted, developer-focused environment where people can do their best work.

Location: Chennai, India
Reports to: Head of Integrations
Role Type: Hands-on senior individual contributor with support leadership responsibilities

Touchstream is the OTT Operations Hub: a cloud-native SaaS platform for independent, end-to-end monitoring of streaming video systems (CDNs, origin, delivery chain). We serve some of the world’s largest broadcasters, telco/OTT services, and streaming platforms—monitoring tens of thousands of live streams in real time.

Touchstream now unifies its best selling CDN Monitoring and VirtualNOC into a single platform delivering:

• Unified data & end-to-end visibility across the streaming workflow
• Best-in-class incident intelligence and RCA tooling (including timestamped evidence packs)
• Operating-model improvements via shared views, collaboration, AI MCP Servers and rich knowledge bases
• Business value and ROI reporting for capacity optimization and performance insights

As Senior SRE Engineer & Support Lead, you will own production health for Touchstream’s customer-facing platform and data plane, while also leading the global technical support function as part of your SRE responsibilities. Your mission is twofold:

1. Reliability ownership: ensure high availability, performance, and change safety across the system (UI/API and ingest, process & query pipelines), with strong SLO discipline and continuous improvement.
   
   
2. Support leadership: run and evolve the support operation—triage, escalation, incident response coordination, tooling, and (over time) building a strong support team in Chennai to deliver world-class customer outcomes.
   
   

This is a highly impactful role at the intersection of SRE, incident management, observability engineering, and customer-facing support.

• Define and maintain SLOs, error budgets, and service health reporting.
• Own availability and performance of:
• Customer-facing system: UI/API
• Data plane: ingest,  process & query pipelines
• Drive capacity planning for live-event spikes, load testing, and scaling strategies.
• Prevent recurring issues through high-quality RCAs and rigorous follow-through.
  
  

• Build and evolve the on-call operating model: severity levels, paging rules, escalation paths, comms templates.
• Lead high-severity incidents end-to-end: triage, mitigation, rollback, “stop the bleeding” decisions, stakeholder comms.
• Track MTTA/MTTR and implement systemic improvements over time.
  
  

• Own “who watches the watcher?”—monitoring and alerting for Touchstream’s monitoring pipeline itself.
• Standardize telemetry conventions (logs/metrics/traces) across services.
• Build and maintain dashboards for:
• ingest health (per customer / per source)
• pipeline lag
• query performance
• alerting health
• Tune alerting to reduce noise: dedupe, routing, “symptom vs cause,” threshold hygiene.
  
  

• Implement guardrails: feature flags, progressive delivery/canaries, automated rollback triggers.
• Maintain release readiness practices: migration checks, backfills, customer impact assessment, capacity impacts.
• Drive change metrics: deploy frequency, change failure rate, recovery time from deploys.
  
  

• Monitor and optimize cost per GB ingested/stored/queried.
• Enforce retention policies, tiering, sampling, and query limits without breaking customer value.
• Make explicit capacity vs. cost tradeoffs—especially around large live events and heavy dashboards.
  
  

• Baseline controls: access reviews, secrets management, least privilege, dependency scanning.
• Rate limiting / abuse guardrails, audit logging, security incident response readiness.
• Backup/restore and lightweight-but-real disaster recovery drills.

• Serve as the senior escalation point for critical customer issues and high-impact outages.
  Senior Technical Support Manage…
• Own the support operating model:
• ticket triage, prioritization, SLAs, escalation paths, and shift handovers
• runbooks, playbooks, FAQs, and knowledge base (including formats suitable for AI-assisted support / RAG)
• Establish and monitor support KPIs (SLA compliance, backlog, customer satisfaction, MTTx) and implement process improvements.
  Senior Technical Support Manage…
• Partner with Engineering/Product/Integrations to turn support learnings into reliability fixes and product improvements.
• Over time: help build, mentor, and lead a team of support/NOC engineers in Chennai.

• Maintain per-tenant “customer health views”: SLO compliance, noisy sources, top offenders, recurring incident patterns.
• Collaborate with Product on operator workflows: service health panels, incident summaries, status updates.
  
  

• 8+ years in SRE, production operations, technical support for SaaS, or NOC/ops roles with strong reliability ownership.
• Strong Linux fundamentals; comfort with debugging distributed systems.
• Strong understanding of cloud infrastructure (AWS and/or GCP) and service operations.
• Experience with monitoring/alerting/logging stacks, incident management, and RCA practices.
• Ability to automate operational work (Python and/or shell scripting); comfort with APIs and CLI tooling.
  
  

• Strong understanding of video streaming and delivery concepts: HLS, DASH, CMAF, ABR, CDNs, origin, HTTP, caching, DNS, SSL/TLS.  Familiarity with AWS Media Services is a big plus.
  
  

• Proven ability to run escalations and communicate clearly in high-pressure incidents.
• Experience designing support workflows, SLAs, escalation paths, and operational KPIs.
• Strong written and verbal English; confidence presenting incident status and RCAs to customers.

• Comfortable with flexible hours to support global customers (overlap with Europe/US time zones as needed).
• Bias for action, continuous improvement mindset, and strong ownership.

• Prior experience supporting high-scale, always-on streaming events and live operations.
• Experience with progressive delivery, canarying, feature-flag platforms, and release automation.
• Familiarity with IT service management frameworks (e.g., ITIL).
• Security operations exposure (secrets management, vulnerability management, audit logging).

• A senior, high-ownership role shaping reliability + support for a mission-critical observability platform in OTT streaming.
• Direct impact on global broadcasters and streaming services—improving viewer experience at scale.
• Opportunity to build the SRE/support operating model and grow the Chennai support function over time.
• Collaboration with a globally distributed team across engineering, integrations, operations, and product.

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