Technical Support - Payment System (10-20 yrs)

Role :

This pivotal role involves managing production workflows, resolving technical issues, and driving proactive monitoring strategies to deliver a seamless transaction experience. The ideal candidate will have deep expertise in payment workflows, system orchestration, and monitoring tools, with a focus on ensuring high availability, operational efficiency, and customer satisfaction.

Responsibilities :

1. 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

2. 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

3. 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

4. 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

5. 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 :

1. Payment Gateway Workflows

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

2. 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

3. Monitoring and Optimization :

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

4. 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

5. 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

6. 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

7. 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