Lead Production Monitoring & Technical Support (Payment Aggregation)

Job Description

Work Location: Andheri (W); Near Azad Nagar Metro Station.
Position: Lead Production Monitoring & Technical Support (Payment Aggregation).

Role
We are seeking a skilled and proactive lead to oversee the reliability, performance, and technical operations of our payment aggregation services.
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
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