About The Role:

The Deputy of Reliability Oversight & Control is a senior leadership role responsible for defining, governing, and continuously improving the Company’s production reliability, observability, and quality control frameworks. This role ensures operational resilience of software products in production and provides executive oversight of incident management, post-incident governance, and production quality assurance.
The role reports to the relevant executive leader or the General Director and acts as a key stakeholder in safeguarding service stability, customer impact, and operational excellence.

What You'll Do (Responsibilities):

• Own the company-wide reliability and observability strategy, ensuring effective detection, escalation, and management of production incidents

• Provide executive oversight of incident response, postmortem governance, root cause analysis, and problem management, ensuring sustainable corrective actions

• Define and enforce standards for monitoring, alerting, dashboards, service documentation, and production readiness

• Lead post-production quality governance, ensuring released products meet reliability and operational standards

• Establish executive-level quality and reliability metrics, enabling data-driven decision-making

• Ensure strong governance of Change Management and Release Management processes to minimize operational risk

• Conduct strategic quality and reliability audits across supported products and services

• Identify systemic risks, process inefficiencies, and reliability gaps, and drive cross-functional improvement initiatives

• Act as a key advisor to senior leadership on reliability, operational risk, and production health

What You’ll Need to Be Successful in This Role

• Higher education in Information Technology or a related technical field

• Senior-level experience in IT operations, production reliability, monitoring, SRE, DevOps or quality management

• Proven experience leading technical teams or complex cross-functional initiatives

• Practical experience designing, configuring or administering monitoring systems (Zabbix, Prometheus, Grafana or equivalent)

• Solid understanding of distributed systems and microservice architectures

• Strong knowledge of observability principles, including metrics, logs and tracing

• Hands-on experience with incident management, root cause analysis (RCA) and postmortem processes

• Understanding of SLI, SLO and SLA concepts and reliability engineering practices

• Experience analysing system performance, stability and signal quality metrics

• Knowledge of Change Management and Release Management principles

• Skills in automating operational workflows, including scripting, API integrations and webhook-based logic

• Strong analytical thinking, systems perspective and technical decision-making capability

• Ability to translate technical insights into clear recommendations and actionable reports

• Professional proficiency in English for technical documentation and cross-team communication

• Authority to implement and maintain technical reliability, observability and control standards defined by ROC

• Accountability for technical correctness and effectiveness of monitoring, alerting and reliability tooling

• Responsibility for the accuracy and integrity of reliability metrics, dashboards and analytical outputs

• Stewardship of sensitive operational and monitoring data

Why Join Paysend?

• Make a Global Impact: Directly impact millions of users worldwide

• Accelerate Your Career: Benefit from internal mobility, mentoring programs, and continuous learning opportunities

• Thrive in a Connected, Global Organization: Collaborate with colleagues across our international hubs and more

• Embrace a Principle-Driven & Focused Culture: Work in an organization guided by strong principles and values that actually help you achieve more than you thought possible

• Enjoy Competitive Compensation and Benefits: Receive a competitive salary, benefits, and flexible work arrangements