Lead Production Monitoring & Technical Support Engineer (10-14 yrs)

Responsibilities :

Production Monitoring and Uptime Management :

- Manage 24/7 monitoring of payment systems, ensuring high availability with a target of 99.99% uptime.

- Design and maintain dashboards to track transaction metrics, system health, and workflow performance across various payment methods.

- Proactively identify and resolve performance bottlenecks, anomalies, and transaction failures.

Technical Support and Incident Management :

- Act as the escalation point for complex technical issues impacting payment transactions or customer experience.

- Lead incident response efforts, conduct root cause analysis (RCA), and implement corrective actions to prevent recurrence.

- Ensure adherence to SLAs and maintain detailed logs for reporting and compliance.

Change Management and Impact Mitigation :

- Participate in change management processes for application and system components, ensuring minimal disruption to service flows.

- Evaluate the potential impact of changes and help devise enhanced monitoring workflows/metrics to detect and mitigate issues.

- Correlate past incidents with current changes to proactively improve monitoring and risk management practices.

Data Analysis and Reporting :

- Analyze transaction patterns, operational metrics, and system logs to proactively detect potential failures.

- Implement monitoring metrics using ELK Stack (Elasticsearch, Logstash, Kibana) to identify trends, anomalies, and failure points.

- Prepare periodic reports on system performance, incident trends, and improvement initiatives for senior management.

Team Leadership and Collaboration :

- Lead, mentor, and motivate the production support team, fostering a culture of accountability, innovation, and operational excellence.

- Collaborate with cross-functional teams, including development, QA, and external partners, to resolve technical issues and optimize workflows.

Experience :

- 10+ years of experience in production monitoring, technical support, or technical operations for payment systems (banks, ecommerce, insurance, fin tech, etc).

- At least 3 years of handling the leadership role, with direct responsibility for 24x7 high availability monitoring and trouble-shooting experience.

Skills :

Payment Gateway Workflows :

- In-depth understanding of payment workflows across multiple payment methods, including card, upi, netbanking, etc and reconciliation.

System Correlation and Issue Diagnosis :

- User Experience and Application Orchestration

- Strong understanding of customer journeys and application workflows to identify potential friction points in the payment process.

- Ability to correlate issues quickly to determine whether they are internal (application, network, database, load balancer, etc.) or external (payment provider, bank systems, etc.

- Familiarity with system architecture breakdowns to isolate and address failures in specific components, such as API gateways, application servers, or database instances

Monitoring and Optimization :

- Design and maintain real-time dashboards for transaction monitoring across multiple payment methods.

Incident Management and Troubleshooting :

- Expertise in performing root cause analysis (RCA) for production incidents and implementing preventive measures.

- Ability to troubleshoot issues, isolate issues and coordinate resolutions in distributed systems involving microservices, cloud-based architectures, and external integrations.

Collaboration and Leadership :

- Exceptional communication and cross-functional collaboration skills for working with developers, QA teams, third-party providers, and merchants.

- Demonstrated ability to lead and mentor technical teams, ensuring alignment with organizational goals.

Data Analysis and Reporting :

- Proficient in analyzing transaction data to identify patterns, anomalies, and opportunities for improvement.

- Ability to design real-time monitoring dashboards and implement proactive metrics to detect failures.

Additional Technical Skills :

- Knowledge of payment aggregator APIs, payment SDKs, and integration methods.

- Understanding of networking fundamentals, load balancing, and cloud infrastructure.

- Database query and optimization skills for systems like Oracle, MySQL, PostgreSQL, and NoSQL databases.

Soft skills :

- Exceptional problem-solving and analytical abilities.

- Strong communication skills for cross-functional collaboration and stakeholder management.

- Proven leadership experience in managing and mentoring technical teams.

Qualifications :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Certified Payment Security Practitioner (CPSP) or equivalent certifications.

- ITIL Certification or experience with IT service management best practices.

- Prior experience in large-scale payment aggregation or fintech environments.

Location : Mumbai.