The Role
The Senior Associate in Reliability Operations ensures continuous support of SaaS products, managing incidents, overseeing deployments, and mentoring team members in a 24x7 environment.
Summary Generated by Built In
About us:
Build the future of banking.
Zeta is a next-generation banking technology company providing cloud-native, fully stackable processing and core banking platforms for issuers. With a focus on scalability, compliance, and innovation, Zeta empowers financial institutions to modernize their technology infrastructure and deliver secure, seamless digital banking experiences.
Our impact runs at real-world scale. Today, over 25 million cards are live on Zeta-powered platforms across 7 countries, supported by a passionate team of 1,700+ Zetanauts across India, the US, EMEA, and Asia. Backed by SoftBank Vision Fund, Mastercard, and other reputed strategic investors, we reached a valuation of $2 billion in 2025.
Our focus is on establishing product lines that focus on key outcomes by addressing real customer pain points, modernizing legacy systems, and strengthening core fundamentals. As a result, our systems and platforms support a wide range of banking and payments capabilities, including:
1. Tachyon, our cloud-native banking stack built for population-scale systems
2. Cipher, our unified authentication platform for secure, high-volume banking environments
3. Digital Credit as a Service, enabling banks to launch credit lines on UPI
4. Elena, our intelligent and conversational AI platform for banking
5. Pixel, India’s first digital-native credit card, launched in partnership with HDFC Bank, for whom we also revamped their PayZapp mobile app: Winner of the Celent Model Bank Award for Payments Innovation 2024
6. Sparrow, the leading card experience for non-prime cardholders in the US
…and more across cards, payments, lending, and core banking.
We are an engineering-first organization that values ownership, bias for action, and long-term thinking. Together, we solve some of the hardest problems in banking tech. Our culture is built around trust, collaboration, and creating the conditions for you to drive impact proportionate to your potential. Reinforcing our commitment to creating an inclusive and supportive workplace, we have been consistently recognized as a Great Place to Work.
If you want to build cutting-edge banking tech that enables banks to serve millions reliably, securely, and at a population scale, Zeta is your playground.
If you would like to learn more about how we have grown and evolved over the years, watch our journey here. You can also explore our website and follow us on LinkedIn, Instagram, YouTube, and X.
About the Role
- The Senior Associate Reliability Operations role is critical in ensuring the continuous, reliable, and secure operation of our SaaS products, operating in a 24x7 support capacity. This role involves proactive monitoring, incident response, and collaboration with teams across the organization to maintain optimal service levels. The Senior Associate will participate in a rotating shift schedule to ensure high availability, rapid issue resolution, and support for key reliability initiatives. Senior Associate will serve as a key escalation point, mentor junior team members, and lead critical efforts to optimize operational workflows and systems.
Responsibilities:
- 24x7 Monitoring and Support: Oversee the health, performance, and availability of cloud-based SaaS infrastructure and applications, using monitoring tools like Prometheus and Grafana, and respond to alerts during assigned shifts. Alignment and adherence to organization process to maintain the SLA.
- Incident Management: Act as the first responder in a 24x7 rotation, managing and mitigating service disruptions, following standard incident procedures, and escalating issues to SMEs as needed.
- Deployments and Change Management: Manage deployment lifecycle of the applications. Proactively engage with SMEs to resolve deployment process issues or challenges.
- Troubleshooting and Resolution: Use diagnostic tools and scripts to resolve common issues in real-time and collaborate with cross-functional teams to analyze and address root causes.
- Service Health and Reliability: Assist in defining and refining SLAs, SLOs, and SLIs; perform routine checks and follow established runbooks to maintain consistent service reliability.
- Analysis and Reporting: Regularly review incident data to identify patterns, improve service resilience, and produce shift reports summarizing system health and resolved incidents.
- Documentation and Knowledge Base: Document incident resolutions, update runbooks, and contribute to an internal knowledge base to improve team response and efficiency.
- Continuous Improvement Initiatives: Participate in reliability enhancement projects, including automation, configuration management, and tools improvement.
- Collaboration: Communicate effectively with SMEs to relay critical incident information, insights, and preventive recommendations
- Mentorship: Work closely with team members to provide guidance during shifts and share insights on improving incident response.
Skills
- Proficiency in monitoring and alerting tools, such as Prometheus, Grafana, Datadog, or Splunk.
- Ability to remain composed in high-stakes situations and resolve incidents promptly.
- Strong verbal and written communication skills to document and relay incident information effectively.
Experience and Qualifications
- Education: B.Sc IT, B.Sc Computers, BCA or equivalent.
- Experience: 2-4 years of experience in reliability operations or related 24x7 support role within SaaS or cloud environments
Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.
Top Skills
Datadog
Grafana
Prometheus
Splunk
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Founded in 2015, Zeta is a provider of next-gen credit card processing platform. Zeta’s cloud-native and fully API-enabled stack offers a comprehensive range of capabilities, including processing, issuing, lending, core banking, fraud detection, and loyalty programs. With a strong focus on technology, Zeta has over 1700+ employees and contractors, with more than 70% dedicated to technology roles. Operating across the US, UK, Middle East, and Asia, Zeta has served a global customer base of 35+ clients who have issued over 15 million cards on Zeta's platform to date. Backed by prominent investors such as Softbank Vision Fund 2 and Mastercard, Zeta has raised $280 million, at a valuation of $1.5 billion.
