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Zeta Inc.
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Project Manager II

Project Manager II

Zeta Inc.

6 - 8 years

20 - 25 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Service delivery IT services Service management Computer science Operations management RCA Change management Operational excellence Analytical Resource management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Our flagship processing platform - Zeta Tachyon - is the industry s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US , EMEA , and Asia . We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

Learn more @ www.zeta.tech , careers.zeta.tech , Linkedin , Twitter

The Site Delivery Manager is responsible for end-to-end service delivery and operational excellence for a specific site. This role ensures the stability, performance, and continuous improvement of IT services, while managing key performance indicators (KPIs), incident and change management, cost governance, and customer satisfaction. The individual will serve as the primary liaison between business stakeholders, SRE/infra teams, and other technology units to drive operational maturity and service reliability.

Responsibilities:

Service Delivery & Operations Management
Own and manage site-level SLAs for incidents, problems, and changes
Ensure adherence to MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) metrics for Alerts & Incidents
Oversee incident lifecycle and ensure timely Root Cause Analysis (RCA)
Track problem ticket aging and drive problem resolution
Manage service delivery reviews, post-incident reviews, and escalations
Change Management
Lead the Change Advisory Board (CAB) process at the site level
Review and approve changes; ensure minimal service disruption during deployments
Validate and document post-deployment summaries and outcomes
Monitoring & Governance
Oversee handover of SaaS product monitoring responsibilities to Zeta command center (ZCC)
Monitor alerts, dashboards, and performance trends to proactively prevent incidents
Maintain high security posture by coordinating with InfoSec and Compliance teams
Customer and Stakeholder Engagement
Act as the primary point of contact for internal and external stakeholders at the site
Own customer-facing RCA communication and service quality improvements
Facilitate cross-functional collaboration across product, SRE, infrastructure, and customer teams
Cost & Resource Management
Own and manage the site s technology budget; ensure cost adherence
Conduct monthly/quarterly cost anomaly analysis and optimizations
Work with platform and finance team for infrastructure/resource planning
People & Process
Drive process improvements and operational maturity
Foster a culture of accountability, resilience, and continuous improvement

Skills:

Strong operational and delivery management
Excellent communication, stakeholder, and conflict-resolution skills
Data-driven decision-making and analytical thinking
Budgeting, cost analysis, and resource planning
Familiarity with cloud platforms (AWS)

Experience & Qualifications:

Bachelors degree in computer science, Engineering, or a related field (masters preferred)
6-8 years of experience in IT Service Management, SRE, or infrastructure operations
Strong understanding of ITIL framework, site reliability principles, and cloud operations
Experience with monitoring tools (e.g., Datadog, Prometheus, Grafana), incident platforms (e.g., OpsGenie/PagerDuty, Jira Service Management / ServiceNow), and change management tools
Proven leadership skills in managing cross-functional teams and engaging with senior stakeholders

Equal Opportunity

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Project Manager II