Senior Associate, Reliability and Incident Response at Flutterwave

Description

• Flutterwave is seeking a dedicated Senior Associate, Reliability and Incident Response to join our Service Enablement & Governance team.
• Our team is responsible for governing incident, change, release, and service management while simultaneously driving the implementation of strategic capabilities.
• In this role, you will be instrumental in balancing day-to-day operational governance with the delivery of long-term automation and reliability initiatives.
• You will help mitigate operational risks, ensure service continuity, and contribute to building out our Service Catalogue, SLO frameworks, and AI-assisted operations.

Key Responsibilities

• Incident & Service Management: Act as a key driver in governing incident, change, release, and overall service management processes to minimize operational risk and ensure rapid recovery during disruptions.
• Strategic Implementation: Assist in the rollout and management of strategic  engineering capabilities, including the Service Catalogue and Service Level Objective (SLO) frameworks.
• Automation & Self-Service: Identify opportunities to reduce long-term manual effort by developing and implementing automation, self-service tools, and AI-assisted operational workflows.
• Operational Governance: Strengthen operational controls and resilience by ensuring adherence to best practices in reliability engineering and incident response.
• Cross-Functional Collaboration: Work closely with engineering, product, and support teams to improve overall service reliability and ensure that operational standards are met across the organization.

Qualifications & Skills

• 4+ years of experience in Site Reliability Engineering (SRE), Incident Response, or DevOps roles.
• Strong understanding of ITIL processes, particularly Incident, Change, and Release Management.
• Hands-on experience defining, measuring, and reporting on Service Level Objectives (SLOs) and Service Level Indicators (SLIs).
• Proficiency in scripting and automation (e.g., Python, Bash, Go) to reduce toil and streamline operational tasks.
• Familiarity with modern observability and monitoring tools (e.g., Prometheus, Grafana, Datadog).
• Excellent problem-solving skills and the ability to maintain composure and coordinate effectively during high-pressure incident scenarios.
• Strong communication skills, with the ability to translate complex technical incidents into clear executive summaries and post-mortem reports.