Associate Manager - Reliability Operations (SaaS Support) bei Zeta
Zeta · Hyderabad, Indien · On-site
- Optionales Büro in Hyderabad
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
Role
- The Associate Manager - Reliability Operations leads a team to rigorously uphold service level objectives (SLOs) through expert alert management, SOP-compliant ticket escalations, and coordinated support for SRE-signed deployments across multiple sites.
- This role drives operational accountability, fosters seamless SRE partnerships, and ensures production stability in a high stakes 24x7 SaaS environment
Responsibilities
- Drives SLO adherence by implementing advanced metric monitoring, enforcing error budgets, and spearheading proactive initiatives to prevent breaches and elevate system reliability.
- Ensures all alerts receive immediate acknowledgment, with tickets escalated to SRE teams for any issues lacking defined SOPs, systematically reducing escalations, downtime, and MTTR.
- Coordinates standard deployments across sites following SRE sign-off, overseeing logistics, real-time rollout health monitoring, and rigorous post-deployment SLO validation.
- Collaborates strategically with SRE teams on deployment planning, comprehensive risk assessments, troubleshooting, and post-release optimizations for flawless execution and rapid recovery.
- Oversees and refines team processes for alert triage, SOP documentation/updates, and knowledge sharing, integrating automation to minimize manual toil and enhance operational resilience.
- Mentors staff on SLO-driven decision-making, conducts in-depth audits of alert/ticket workflows, analyses trends in operational data, and delivers actionable reliability KPI reports to stakeholders.
Skills
- Proven track record in 24x7 SaaS/cloud support operations, handling high-pressure incidents and customer-impacting events.
- Strong proficiency in monitoring/incident tools (Prometheus, Grafana, Splunk, PagerDuty) and ticketing systems.
- Effective leadership and people management, with excellent communication for technical/non-technical collaboration.
- Analytical skills to interpret operational data, identify trends, and drive process recommendations.
Experience and Qualifications
- Familiarity with ITIL frameworks, SRE principles (e.g., error budgets, toil reduction), and cloud platforms (AWS, Azure, GCP).
- Experience with process improvement methodologies and shift handoff protocols.
- Knowledge of basic reliability concepts and observability stacks.
- Education: Bachelor's degree in Information Technology, Business, or related field; relevant IT certifications (e.g., ITIL Foundation) are a plus.
- Experience: 6-8 years in operations support, reliability operations, or IT service management, including 2+ years in supervisory roles managing 24x7 teams.
Shift Information
- 24x7 Operational Oversight: Role with on-call and shift responsibilities for escalations; provides oversight for 24x7 team operations, including shift scheduling and off-hour incident coordination.
Zeta is an equal opportunity employer.
At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or another special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities.
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