Sr Incident & Reliability Manager

Paymentus; Richmond Hill; On-site; CAD 140,000 - 210,000; Full time

Job summary

Paymentus in Canada seeks a highly technical Senior Major Incident & Reliability Manager to lead live incident command, automate operational workflows, and drive blameless post-mortems for a cloud-native, multi-tenant fintech platform serving 2,000+ enterprise clients.

You will direct Sev1/2 response, enforce fixes to remove SPOFs, and partner with product and engineering to monitor SLOs and strengthen overall reliability.

Qualifications

• 5+ years in Site Reliability Engineering, DevOps, or technical incident command in cloud-native SaaS.
• Deep knowledge of microservices, Kubernetes, Kafka/RabbitMQ, and databases.
• Proficiency with modern observability, logging, and APM platforms.
• Ability to drive high-severity incident response with clarity and authority.

Responsibilities

• Active Incident Command: direct Sev1/2 incident response and drive rapid MTTR.
• Closed-Loop Problem Management: own blameless post-mortems and backlog fixes.
• Reliability Governance: track SLAs/SLOs and enforce reliability thresholds.
• Operational Automation: design event-driven automations to reduce toil.

Skills

Incident command

SRE/DevOps leadership

Kubernetes

Distributed systems

Observability

Tools

Elastic Stack

Grafana

CloudWatch

Datadog

Opsgenie

Job description

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.

Travel

Other 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.