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Service Reliability Lead

2 months ago

Kochi, India Art Technology and Software. Full time

Service Reliability Lead

Job Title: Service Reliability Lead

Location: Kochi
Department: IT Operations
Reports to: Director of IT Operations
Job Type: Full-Time, 24/7 Support Coverage

Summary:
We are seeking a highly skilled and experienced Service Reliability Lead to oversee and guide a team of 10 members, ensuring round-the-clock service reliability and operational efficiency. This role is integral in providing 24/7 support for mission-critical services, utilizing monitoring tools, and working with cutting-edge technologies to ensure service uptime and reliability.

Key Responsibilities:

Lead a team of 10 members responsible for providing 24x7 support and service reliability for critical business operations.

Ensure effective implementation, configuration, and management of monitoring tools such as PagerDuty, Grafana, Datadog, Prometheus, Kibana, etc.

Manage incident responses, including coordinating with cross-functional teams to quickly resolve system and service issues, minimizing downtime.

Oversee system performance, proactively identify potential issues, and implement solutions to maintain system reliability and scalability.

Utilize strong knowledge of fundamental web technologies including HTTP, APIs, and Web Services to troubleshoot and enhance system performance.

Collaborate closely with the development and infrastructure teams to enforce reliability standards during the design and development phases.

Report key metrics on system performance and incidents to senior leadership, identifying trends and making recommendations for improvement.

Required Qualifications:

Proven experience leading a team, particularly in a 24/7 operational environment.

Strong familiarity with monitoring tools and best practices (e.g., PagerDuty, Grafana, Datadog, Prometheus, Kibana).

Excellent understanding of web technologies such as HTTP, APIs, and Web Services.

Strong analytical and problem-solving skills, with the ability to quickly assess complex technical issues and implement solutions.

Excellent communication skills, with a focus on fostering collaboration and teamwork in high-pressure environments.

Optional/Preferred Qualifications:

Basic SQL knowledge, including the ability to write and understand simple queries.

Experience with ISO8583 transaction processing or a background in FinTech, which would be an added advantage.

Skills:

Leadership and team management skills with a track record of managing performance, mentoring, and coaching.

Strong organizational and multitasking skills, with an ability to prioritize in a fast-paced environment.

Experience in identifying and implementing automation and process improvements to enhance service reliability.

What We Offer:

Competitive salary and comprehensive benefits.

A dynamic, innovative, and inclusive work environment.

Opportunities for career growth and professional development.