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Service Reliability Lead

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Kochi, India Panasa Tech Full time

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.