Service Operations Manager

13 hours ago

india Art Technology and Software Full time

Type: Full-time, On-site

Experience:-10+yrs

Joining time – Immediate -Max 15 days


Role Overview:

We are seeking an experienced Operations Manager to lead and establish a new Service Reliability Engineering (SRE) team for a fintech process. This team will be responsible for maintaining the reliability, availability, and performance of mission-critical services, operating in a 24x7 environment. The manager will build and manage a team of leads, senior, mid-level, and junior engineers, ensuring high levels of reliability and scalability for fintech operations.


Key Responsibilities:

Team Setup & Leadership:

  • Build and manage a high-performing SRE team (Service Reliability Lead, Senior, Mid-level, and Junior Engineers).
  • Define roles, responsibilities, and processes for the new 24x7 SRE team.
  • Lead recruitment and onboarding efforts, ensuring the team is skilled to handle operations in a fast-paced fintech environment.
  • Oversee team scheduling to ensure round-the-clock coverage and rapid incident response.

Operational Management:

  • Develop and maintain SLAs, KPIs, and performance metrics for service reliability.
  • Monitor and manage system performance, ensuring high availability of services with minimal downtime.
  • Create incident management processes to reduce mean time to resolution (MTTR) and minimize impact on end-users.
  • Collaborate with cross-functional teams (Engineering, Product, Support) to prevent incidents and ensure smooth deployments.

Incident and Problem Management:

  • Serve as the escalation point for high-priority incidents, ensuring root cause analysis and post-incident reviews are conducted.
  • Implement monitoring and alerting systems to identify issues before they affect production.
  • Own communication with stakeholders during incidents and ensure transparent reporting.
  • Process & Automation:
  • Drive the automation of repetitive tasks to improve operational efficiency.
  • Champion continuous improvement initiatives across the reliability function.
  • Build robust disaster recovery plans and ensure regular testing.

Technology Leadership:

  • Collaborate with engineering teams to design systems and services with a focus on scalability, reliability, and performance.
  • Provide thought leadership on emerging trends in service reliability, identifying opportunities for innovation.

Compliance & Security:

  • Ensure that the team's activities are compliant with industry standards and internal security policies.
  • Maintain a high level of operational security, particularly regarding sensitive financial services.

Key Requirements:

Experience:

  • 10+ years of experience in service reliability, incident management, or systems engineering, with at least 5+ years in a managerial or leadership role.
  • Proven experience setting up teams from scratch in a fintech or payment processing environment.
  • Deep understanding of financial services, especially within issuer processor operations.
  • Demonstrable experience in managing 24x7 operational teams and handling critical incident management.

Technical Skills:

  • Experience with monitoring tools (e.g., Prometheus, Grafana, Datadog), logging solutions (e.g., ELK stack), and incident management platforms (e.g., PagerDuty, Opsgenie).
  • Familiarity with scripting languages and infrastructure-as-code (e.g., Terraform, Ansible).
  • Understanding of security and compliance standards in fintech, such as PCI DSS.

Leadership Skills:

  • Excellent leadership and people management skills, with the ability to foster a culture of continuous improvement and high performance.
  • Strong communicator with experience in working across teams and departments.
  • Ability to handle high-pressure situations and make data-driven decisions during critical incidents.

Certifications (Preferred):

  • Relevant certifications such as ITIL Service Management.
  • Experience or certifications in DevOps/SRE practices.
  • Additional Requirements:
  • Must be willing to work from the office and occasionally be on-call during critical


Additional Requirements:

Must be willing to work from the office and occasionally be on-call during critical situations.

Experience in an issuer processor fintech environment is a significant advantage

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