Head of Production Operations
Job Summary
Job Description
Zeta is seeking a highly experienced and strategic Head of Production Operations to lead and manage global production operations. This role requires a deep understanding of IT service management (ITSM), ITIL frameworks, and extensive experience in managing large-scale operations, particularly in the banking or similar industries. The ideal candidate will ensure service uptime, manage customer relationships, and lead a team of skilled professionals. Responsibilities include overseeing global production operations for high service uptime and reliability, managing day-to-day operations like deployments and change management, leading site delivery managers and SREs, developing ITSM processes, liaising with customers, ensuring compliance, driving continuous improvement, and collaborating with senior leadership. Experience with Kubernetes, Prometheus, and cloud-native technologies, along with strong programming and automation skills, is essential.
Must have:
- 15+ years in IT operations management
- ITSM and ITIL framework expertise
- Manage large-scale banking operations
- Manage Kubernetes, Prometheus, cloud-native tech
- Leadership and team management skills
Good to have:
- ITIL and ITSM certifications
5 skills required
Job Details
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.
About the role
- We are seeking a highly experienced and strategic Head of Production Operations to lead and manage our global production operations. This role requires a deep understanding of IT service management (ITSM), ITIL frameworks, and extensive experience in managing large-scale operations, particularly in the banking or similar industries. The ideal candidate will have a proven track record of ensuring service uptime, managing customer relationships, and leading a team of skilled professionals.
Responsibilities
- Oversee the global production operations, ensuring the highest levels of service uptime and reliability.
- Manage day-to-day operations, including deployments, change management, and service upkeeping for various SaaS products.
- Lead and mentor a team of site delivery managers, SaaS reliability operations, and platform SREs.
- Develop and implement ITSM processes and frameworks to ensure efficient and effective operations.
- Liaise with customers to manage site-specific initiatives and ensure customer satisfaction.
- Ensure compliance with security and regulatory requirements, and effectively communicate with auditors.
- Drive continuous improvement and automation within the operations team.
- Collaborate with senior leadership to align operational strategies with business goals.
Skills
- Experience with Kubernetes, Prometheus, and other cloud-native technologies.
- Strong programming skills and understanding of automation tools.
- Ability to make strategic decisions and drive major changes in the operational setup.
Experience & Qualifications
- 15+ years of experience in IT operations management, with a focus on IT service management and ITIL frameworks.
- Proven experience in managing large-scale operations in the banking or similar industries.
- Strong understanding of cloud-native applications and cloud service monitoring.
- Excellent leadership and team management skills.
- Ability to manage customer relationships and ensure high levels of customer satisfaction.
- Strong communication and interpersonal skills.
- Relevant certifications in ITIL and ITSM are highly desirable.
Equal Opportunity
- Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.
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