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. We value humanity and collaboration, encourage professional and personal growth, and foster a supportive and flexible work environment where everyone’s contribution is welcomed.

We are looking for a Service Reliability Lead to join us as part of our team.

About the Role

The Service Reliability Lead is the single technical owner accountable for the operational health, SLA compliance, and continuous improvement of the Utlx payment orchestration platform.

This role combines Site Reliability Engineering discipline with managed-service governance. The lead owns incident response end-to-end (from P1 triage to RCA delivery), builds and operates the monitoring and alerting stack, manages SLA measurement and penalty mechanics, and serves as the senior technical escalation point for the client.

The Service Reliability Lead reports to the Project Manager, who manages the support team as a whole (including engineers). The PM owns scheduling, administrative client communications, resource coordination, and project governance. The Service Reliability Lead operates as the technical authority within the team: a player-coach who directs engineering work, makes real-time incident decisions, sets technical standards, and participates in hands-on work alongside the engineers. Both the lead and the engineers report to the PM; the lead’s authority over the team is technical, not managerial.

Responsibilities

Incident Management and On-Call

• Own the L2/L3/L4 escalation path: serve as the senior technical point of contact for all incidents, and coordinate with third-party vendors (AWS, payment gateways, infrastructure providers) when an external root cause is identified
• Ensure incident acknowledgement and resolution in line with SLA targets across all priority levels
• Make real-time decisions on hotfixes, rollbacks, and configuration changes under pressure
• Build and maintain the on-call rotation; ensure zero coverage gaps
• Manage workarounds through to permanent resolution and maintain the escalation matrix for the client

Observability and Monitoring

• Deliver an operational monitoring dashboard (CloudWatch / Grafana)
• 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

SLA and Penalty Governance

• 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

RCA and Service Improvement

• 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

Infrastructure and AWS Operations

• Operate in line with the AWS Shared Responsibility Model
• Distinguish SPD-caused from third-party failures; maintain evidence for availability exclusion claims
• Coordinate planned and urgent maintenance windows with the client

Requirements

• 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

Nice to Have

• Additional experience in other cloud platforms
• Experience with other monitoring tools

We Offer

• Join the team of experts who create custom, cutting-edge tech solutions for world-renowned businesses, fueling client growth.
• Experience an agile and flexible working environment with fully remote work and a flexible working schedule.
• Embrace the opportunity for personal and professional growth with performance and merit reviews, personal development plans, and individual learnings.
• Work with a team of like-minded people who care about what they do and how they do it.

About the Company

SPD Technology is a global software product development company that creates cutting-edge tech solutions that drive clients’ growth. We provide software engineering, product development, and IT consulting services to world-renowned companies, ranging from Fortune 500 firms to emerging startups across the globe. Founded in 2006, we’ve delivered over 460 custom projects for high-growth startups, SMBs, and enterprises, building strong partnerships with industry leaders such as PitchBook, Morningstar, Blackhawk Network, Poynt, Space Needle, and many more. Specialising in fintech and digital payment solutions, data engineering, AI/ML, and Cloud technologies, we build products ranging from MVPs to complex, enterprise-grade solutions. We are presented globally: we have 2 development centers in Europe, a representative office in Romania, the U.K., Cyprus, and remote teams, working worldwide from 32 countries around the globe.

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