Lead Production Monitoring & Technical Support Engineer

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. (ref:hirist.tech)

Location: mumbai, IN

Posted Date: 2/5/2025