Senior Associate - Reliability Operations
Job Summary
Job Description
The Senior Associate Reliability Operations role is crucial for ensuring the continuous, reliable, and secure operation of Zeta's SaaS products in a 24x7 support environment. This position involves proactive monitoring, swift incident response, and close collaboration with various teams to maintain optimal service levels. The Senior Associate will be part of a rotating shift schedule to guarantee high availability, rapid issue resolution, and support for key reliability initiatives. This role also serves as a primary escalation point, guides junior team members, and leads critical efforts to enhance operational workflows and systems.
Must have:
- 2-4 years in reliability operations or 24x7 support in SaaS/cloud environments
- Proficiency in monitoring/alerting tools (Prometheus, Grafana, Datadog, Splunk)
- Composure in high-stakes situations and prompt incident resolution
- Strong verbal and written communication for incident documentation
Good to have:
- B.Sc IT, B.Sc Computers, BCA or equivalent education
- Proactive engagement with SMEs on deployment issues
- Mentorship of junior team members
9 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
- The Senior Associate Reliability Operations role is critical in ensuring the continuous, reliable, and secure operation of our SaaS products, operating in a 24x7 support capacity. This role involves proactive monitoring, incident response, and collaboration with teams across the organization to maintain optimal service levels. The Senior Associate will participate in a rotating shift schedule to ensure high availability, rapid issue resolution, and support for key reliability initiatives. Senior Associate will serve as a key escalation point, mentor junior team members, and lead critical efforts to optimize operational workflows and systems.
Responsibilities:
- 24x7 Monitoring and Support: Oversee the health, performance, and availability of cloud-based SaaS infrastructure and applications, using monitoring tools like Prometheus and Grafana, and respond to alerts during assigned shifts. Alignment and adherence to organization process to maintain the SLA.
- Incident Management: Act as the first responder in a 24x7 rotation, managing and mitigating service disruptions, following standard incident procedures, and escalating issues to SMEs as needed.
- Deployments and Change Management: Manage deployment lifecycle of the applications. Proactively engage with SMEs to resolve deployment process issues or challenges.
- Troubleshooting and Resolution: Use diagnostic tools and scripts to resolve common issues in real-time and collaborate with cross-functional teams to analyze and address root causes.
- Service Health and Reliability: Assist in defining and refining SLAs, SLOs, and SLIs; perform routine checks and follow established runbooks to maintain consistent service reliability.
- Analysis and Reporting: Regularly review incident data to identify patterns, improve service resilience, and produce shift reports summarizing system health and resolved incidents.
- Documentation and Knowledge Base: Document incident resolutions, update runbooks, and contribute to an internal knowledge base to improve team response and efficiency.
- Continuous Improvement Initiatives: Participate in reliability enhancement projects, including automation, configuration management, and tools improvement.
- Collaboration: Communicate effectively with SMEs to relay critical incident information, insights, and preventive recommendations
- Mentorship: Work closely with team members to provide guidance during shifts and share insights on improving incident response.
Skills
- Proficiency in monitoring and alerting tools, such as Prometheus, Grafana, Datadog, or Splunk.
- Ability to remain composed in high-stakes situations and resolve incidents promptly.
- Strong verbal and written communication skills to document and relay incident information effectively.
Shift Information
- 24x7 Rotational Shifts: This role requires availability to work rotating shifts, including nights, weekends, and holidays, to ensure 24x7 support coverage.
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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