Sr Incident & Reliability Manager

We are seeking a highly technical Senior Major Incident & Reliability Manager to lead active incident command, automated operational workflows, and proactive problem management for our cloud-native, multi-tenant fintech platform servicing 2,000+ enterprise clients. This is not an administrative reporting role. You will actively drive live triage in Zoom war rooms, challenge engineering teams on root causes, and enforce fixes that eliminate single points of failure (SPOFs). Essential Functions/ Responsibilities • Active Incident Command: Direct high-severity (Sev 1/2) incident response. Probe engineers on microservices dependencies, database locks, queuing delays, and cloud infra bottlenecks to drive rapid MTTR. • Closed-Loop Problem Management: Own blameless post-mortems. Translate technical root causes into non-negotiable engineering sprint backlog items to prevent reoccurrence. • Reliability Governance: Track SLAs and service level objectives (SLOs). Partner with product and engineering teams to enforce reliability thresholds. • Operational Automation: Collaborate with workflow specialists to design event-driven automations (Opsgenie, Slack ChatOps, Statuspage triggers) that eliminate manual operational toil. Supervisory Responsibility This role will have direct reports. Education and Experience • 5+ years experience in Site Reliability Engineering (SRE), DevOps, Systems Engineering, or Technical Incident Command within a cloud-native SaaS environment (AWS/GCP/Azure). • Deep fluency in distributed systems architectures: microservices, container orchestration (Kubernetes), message brokers (Kafka/RabbitMQ), and databases. • Proficiency in modern observability, logging, and APM platforms (Elastic Stack/APM, Grafana, CloudWatch, Datadog). • Demonstrated ability to maintain absolute authority, clarity, and analytical focus during major multi-tenant outages. This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones. Physical Demands This role requires extended periods of sitting or standing at a computer workstation. Position Type/Expected Hours of Work This is a full-time position with standard working hours from Monday through Friday during normal business hours. Because this role oversees critical platform reliability, it requires on-call availability as necessary to respond to overnight and off-hours incidents. TravelOther Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. EEO Statement Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment. Reasonable Accommodation Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others. An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor. #J-18808-Ljbffr