Senior Incident Commander

Job Description

As a Sr. Incident Commander within the Zeta Production Engineering & Operations team you are responsible to manage the IT & Platform process to restore normal service operation as quickly as possible to minimize the impact to business operationWhat the role is like
• Act as the single source of truth of what is currently happening and what is going to happen during a major incident (Sev0/Sev1/Sev2).
• Detect any incident on the production system and once detected, work closely with the various SMEs across the organisation in order to bring a resolution
• Ensuring effective and rapid response by relevant SMEs to all critical incidents while providing updates to all stakeholders regarding the status of incidents
• Monitor and evaluate high-level service, applications and infrastructure dashboards and takes action to address identified anomalies
• Navigate through intense and chaotic situations, involving multiple stakeholders and focus on bringing resolution to the production incident in a timely manner.
• Understand and clearly communicate the business impact of major incidents
• Prioritises major incidents based on business impact to the client
• Conduct escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus
• Responsible for Mean time to detect (MTTD), Mean time to resolve (MTTR), Mean time to acknowledge (MTTA), SLA s for resolution
• Post incident setting up the RCA incident process around the SOPs; RCA action items closure are some of the key metrics and expectations that the person is expected to drive.
• Document pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base
• Collate and analyse incident based data for team metrics and KPIs & proactively engage with service teams to identify and evaluate gaps in operational capabilities and improvements to support scalability and resiliency
What are we looking for in the candidates
• 7 - 9 years of Experience
• Incident Commander is a dynamic role which requires people who are.
• Ready to work in any shift 24X7, to provide monitoring and support to any critical incident.
• Able to resolve disagreements in a positive manner while keeping the atmosphere civil and positive.
• To participate to develop action plans and cooperate with others to solve problems; share their learnings with other members of the team.
• Effective listening to others; decipher the core issue; put across their point of view in an assertive manner and clearly for other to understand; break down complex technical topics into layman terms.
• Able to adapt to new information and situations, work independently and stretch whenever required and are patient with repetitive task.
• Great at noticing systemic problems, connect the dots and come up with options to solve the problem.
• Ready to take ownership of end-to-end processes, keep all stakeholders informed and provide regular updates.
• Able to appreciate nuances of distributed tech systems and are willing to learn new technologies.
Zeta is on a mission to make digital payments easy, inclusive and valuable for corporations, banks, merchants and users everywhere. Its payment platform was created around a key idea that spending and receiving money should be easy, fast, and trouble-free.Zeta s offerings include (1) a full stack, cloud native, api first banking platform including a digital core, switch, payment engine and front-end experiences for issuance and management of credit, debit and prepaid products that enable legacy banks and new age fintech institutions to launch modern retail and corporate fintech products. and (2) Digitised solutions to enterprises such as employee gifting, a Travel and Expense reimbursement platform and a Rewards & Recognition platform. Zeta s platform accelerates the phenomenon of digital native neobanking , unbundling and rebundling of banking and invisible payments . The platform enables the new-age financial institutes to have faster go-to-market, enables the existing financial institutes with the much-required capabilities to partner with the FinTechs and to offer a suite of modern banking experiences.Zeta is founded by Bhavin Turakhia and Ramki Gaddipati. Bhavin has also been the Founder/ Co-Founder of Directi, Radix, Ringo, Codechef, and Flock. Zeta products have been recognized as the Best Prepaid Card in 2018. Zeta is recognized as the Fastest Growing Company of the Year, Fin-tech Rising Star Award, and India s Most Innovative Top 50 Product Companies by various trade journals. Zeta is a PCI DSS, ISO 27001, and SOC 2 company.Zeta has been valued at $1.45 billion in a recent fundraising round from Softbank. Zeta s platform is in use by 3 million users and by financial institutes across 4 countries.,

Keyskills :
iso 27001front endapimodern retailrapid responseservice operationproduction engineeringprocess improvementslanew agercadssisosoc24x7senior managementpci dsskey metrics