Service Reliability Lead | SPD Technology at SPD Technology

ABOUT THE PROJECT

You will work on a Payment Orchestration Platform, a greenfield project designed to optimize transaction processing, enhance operational efficiency, and deliver a seamless user experience. As part of this project, you will have the opportunity to influence its architecture and technical decisions.

REQUIREMENTS

– 5–8 years in production operations / SRE
– Hands-on incident command experience
– AWS operational depth (CloudWatch, EKS, RDS, networking)
– Monitoring stack: Grafana, CloudWatch, PagerDuty
– PCI DSS awareness
– RCA authorship and structured problem-solving
– SLA management and service credit mechanics
– Experience with hypercare / go-live stabilisation periods
– Experience in fintech or payment systems

RESPONSIBILITIES

– Own the L2/L3/L4 escalation path: serve as the senior technical point of contact for all incidents, and coordinate with third-party vendors (AWS, payment gateways, infrastructure providers) when an external root cause is identified
– Ensure incident acknowledgement and resolution in line with SLA targets across all priority levels
– Make real-time decisions on hotfixes, rollbacks, and configuration changes under pressure
– Build and maintain the on-call rotation; ensure zero coverage gaps
– Manage workarounds through to permanent resolution and maintain the escalation matrix for the client
– Deliver an operational monitoring dashboard (CloudWatch / Grafana)
– Configure PagerDuty for automated alerting and on-call escalation aligned to SLA targets
– Maintain instrumentation across availability, latency, and error rate metrics per service tier
– Instrument and validate SLA clocks across response, workaround, and resolution targets
– Prepare monthly service credit calculations and service performance reports
– Provide metrics evidence during any client dispute review
– Deliver monthly reports covering incident volumes, SLA performance, RCA status, and risk log
– Author Root Cause Analysis documents within 5 days of incident resolution
– Identify recurring patterns and monitor for Service Improvement Plan triggers
– Design and implement SIPs with corrective actions, owners, and delivery timelines
– Proactively reduce incident frequency and improve mean time to resolution
– Operate in line with the AWS Shared Responsibility Model
– Distinguish SPD-caused from third-party failures; maintain evidence for availability exclusion claims
– Coordinate planned and urgent maintenance windows with the client

WHAT WE OFFER

– Enjoy the freedom of fully remote work with a flexible working schedule.
– Empower yourself with a stable workload and a stable income, supported by provided laptops and licensed software.
– Focus on lasting cooperation and unite result-oriented individuals who stand on a high-performance approach to work.
– Benefit from performance and merit reviews, elevate your skills with personal development plans, and individual learnings through the corporate library, public speaking support, and more.
– Work with a team of one mind who cares about what they do and how they do.
– Collaborate with top-notch experts who are always ready to help and support you through any challenges.
– Join company-wide tech and cultural events, and contribute to meaningful CSR initiatives that resonate with your values.
– Feel supported by your HR, and take advantage of our referral bonus program.

COMPENSATION & BENEFITS

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