Service Reliability Lead

About the Position

At SPD Technology, we bring together a team of like-minded people who are driven by the desire to bring value through their work, united in their commitment to high performance and delivering custom, cutting-edge tech solutions that drive clients’ growth. We empower our people with a culture of excellence and enable them with the opportunity to uphold their accountability to contribute on each level.

Responsibilities19

• Own the L2/L3/L4 escalation path for all incidents, serving as the senior technical point of contact and coordinating with third-party vendors when needed
• Ensure incident acknowledgement and resolution in line with SLA targets
• Make real-time decisions on hotfixes, rollbacks, and configuration changes under pressure
• Build and maintain the on-call rotation ensuring zero coverage gaps
• Manage workarounds through to permanent resolution and maintain the escalation matrix for the client
• Deliver an operational monitoring dashboard
• 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 and maintain evidence for availability exclusion claims
• Coordinate planned and urgent maintenance windows with the client

Requirements9

• 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

Benefits5

• Flexible working schedule with fully remote work
• Stable workload and income with provided laptops and licensed software
• Performance and merit reviews
• Personal development plans and individual learnings through the corporate library and support for public speaking
• Participate in company-wide tech and cultural events and CSR initiatives