System Operations - Associate null

Job Description

Zeta is led by the vision to make payments invisible and seamless. We enable banks, financial institutions, and fintech’s to offer quick, easy, and secure services to their customers. Zeta covers the entire gamut of financial products, a banking tech platform, from credit to debit to prepaid. It provides a full-stack, cloud-native, API-first platform to help you drive your business forward with a faster go-to-market. At Zeta, our people are our greatest asset.

About Role

• As an Associate of System Operations within the Zeta Production Engineering team, you will work with predefined Operational metrics. You will require monitoring, detecting & dispatching any anomaly noticed in the Zeta Product suite to the second level.

What is the job like?

• Responsible to issue an acknowledgment in Time and maintaining key responsibility on MTTA (Mean Time To Acknowledge).
• Ability to correlate alerts and create a meaningful picture to conclude an impact.
• Ability to understand and correlate logs to problems. 
• Record and classify received Incidents and undertake an immediate effort to restore a failed Service as quickly as possible.
• Assign unresolved Incidents to the appropriate Resolver Group.
• Log all Incident/Service Request details, allocating categorization and prioritization codes.
• Keep users informed about their Incidents’ status at agreed intervals.
• Associate Incidents with other records. (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, RCA, IAI, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests.
• Verify resolution with users and resolve Incidents in the ITSM tool.
• Escalate Major Incidents to the Incident and/or Problem Manager.
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Coordinator or Shift Lead.
• Owns all Incidents and Service Requests throughout the lifecycle.

Who can apply for this role?

• Qualification: BE, BTech, BSc, IT
• Fresher or 6 months of experience in Monitoring distributed systems. 
• Knowledge of Nmon, Nagios, and Grafana would be an added advantage. 
• Preferably from a Payments and Banking domain.  
• Knowledge of basic ITIL concepts of Alerting and Incident Management.
• Exposure to working in 24/7 production operations support environment and Incident Management.
• Willing to work in rotational shifts