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Job Description
The Role
Lead critical incident response and production support operations for our regulated fintech platform, ensuring maximum system availability and rapid resolution of service disruptions. Drive operational excellence through proactive monitoring, incident management, and continuous improvement initiatives.
Responsibilities
Incident Management
Lead major incident response, coordinating cross-functional teams during critical outages
·Establish and maintain incident severity classifications and escalation procedures
Conduct post-incident reviews and drive implementation of preventive measures
Maintain incident communication protocols with internal stakeholders and customers
Ensure compliance with regulatory reporting requirements for system incidents
Production Support Leadership
Manage 24/7 production support operations and on-call rotations
Monitor system health, performance metrics, and service level agreements
Coordinate with development teams for emergency fixes and deployments
Oversee production change management processes and release coordination
Maintain detailed runbooks and operational documentation
Team Leadership
Lead and mentor production support engineers and incident response team
Develop team capabilities through training and knowledge sharing initiatives
Establish performance metrics and conduct regular team assessments
Foster a culture of operational excellence and continuous learning
Regulatory Compliance
Ensure incident management processes meet DIFC/UAE financial regulatory requirements
Maintain audit trails and documentation for regulatory examinations
Coordinate with compliance teams on operational risk assessments
Implement controls to meet business continuity and disaster recovery standards
Process Improvement
Design and implement monitoring solutions and automated alerting systems
Drive adoption of DevOps practices and infrastructure as code
Lead root cause analysis initiatives and implement long-term fixes
Collaborate with engineering teams to improve system reliability and observability
Required Qualifications
Technical Degree
ITIL Foundation or higher
AWS cloud certifications
Looking to get Placed? Try our Placement Guarantee Plan
Technical Requirements
5+ years experience in production support or incident management roles
Strong background in cloud platforms (AWS) and containerization (EKS)
Experience with monitoring tools (Datadog, CloudWatch), Alarms
Familiarity with CI/CD pipelines and automated deployment processes
Strong Jira Skills esp, JSM, Alerts, On-Call Scheduling, Escalation and automaton
Appreciation of SRE best practices to foster continuous improvements
Understanding of Incident and Problem Management, PIR process
Strong investigation and remediation skills
·Knowledge of SLOs, SLIs, MTTD, MTTR and SRE practices
About You
You are a skilled, creative and inquisitive engineer with a passion for quality
You have strong communication skills, curiosity and are a quick learner
You enjoy a creative fast paced agile world
You enjoy mentoring and teaching other developers to create a world class cohesive team
You are happy to jump in to lead incidents and problems
You are happy to consider the strategic needs to ensure continuous improvement
You enjoy making friends, having fun
Skills
OperationsIncident ManagementProductionIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
Important dates & deadlines?
Application Deadline
13 Sep 25, 05:33 PM IST
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