Note: The job is a remote job and is open to candidates in USA. InSiteVerse is a startup based in the US developing a FinTech mobile app designed to provide hedge-fund-grade trading intelligence to everyday investors. The Founding Sr. Operations Support Specialist will be responsible for ensuring the reliability and operational excellence of the platform, leading incident management, and establishing a strong observability culture.

Responsibilities

• Define and manage SLIs, SLOs, and error budgets for critical user journeys
• Ensure high system availability, low latency, and minimal error rates
• Proactively identify risks and implement strategies to prevent SLO breaches
• Partner with engineering to balance reliability vs feature velocity
• Act as Incident Commander for high-severity (P0/P1) incidents
• Lead real-time war rooms, ensuring rapid issue resolution
• Own the full incident lifecycle: detection → response → recovery → RCA → prevention
• Establish and enforce incident response frameworks, SLAs, and escalation policies
• Drive blameless postmortems and continuous improvement
• Monitor and analyze observability dashboards across cloud, analytics, and application layers to identify infrastructure issues, detect application downtime, and uncover system anomalies impacting reliability
• Build dashboards and alerts for real-time system visibility
• Correlate signals across infrastructure, application, and AI systems
• Analyze trends from tickets, logs, and telemetry to detect systemic issues
• Monitor AI-specific signals (model drift, inference latency, failures, anomalies)
• Oversee intake of customer tickets, alerts, and operational signals
• Define and manage priority classification (P0–P3) and response expectations
• Resolve customer-impacting issues or coordinate with internal teams
• Drive collaboration across AI, Backend, Frontend, Mobile, DevOps, QA, and Product
• Define and optimize ticket workflows and escalation paths
• Lead communication during incidents with both technical and non-technical stakeholders
• Own the release calendar and operational readiness checks
• Ensure monitoring, rollback plans, and risk assessments are in place
• Validate system performance post-deployment
• Build automated runbooks and self-healing systems
• Reduce manual intervention through scripting and tooling
• Improve system resilience using failover, scaling, and redundancy mechanisms

Skills

• 10+ years in Production Support / SRE / Technical Operations
• Strong understanding of SLO, SLI, SLA, and error budgets
• Proven experience in incident management and troubleshooting distributed systems
• Hands-on experience with cloud platforms (AWS & GCP)
• Strong debugging and root cause analysis skills
• Experience supporting mobile applications (iOS/Android)
• Understanding of DevOps and SRE practices
• Exposure to AI/ML systems and model behavior monitoring
• Experience with log management and tracing systems
• Monitoring & Observability: Azure Monitor, Prometheus, Grafana
• Incident Management: PagerDuty, Opsgenie (or similar)
• Scripting/Automation: Python, PowerShell, Bash
• Logging: ELK Stack, Azure Monitor Logs, Splunk, or Datadog
• Tracing: OpenTelemetry, Jaeger, Zipkin, or Azure Application Insights
• Familiarity with low-latency or financial systems

Company Overview