Senior Associate, Reliability and Incident Response

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

• Minimum 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.