Tech Ops Engineering II-SUPPORT SERVICES-CTO - In House Engineering

Role overview

Production support and reliability

• Provide L2/L3 production support for UPI, IMPS, Payment Hub platforms, and payment applications.
• Diagnose and resolve transaction failures, timeouts, and API disruptions; participate in major incident calls and communicate updates.
• Manage incidents, service requests, and problem tickets through Jira and ServiceNow.
• Perform root cause analysis and implement preventive and corrective actions for recurring issues.
• Drive SRE practices including error budgets, SLIs/SLOs, resilience, disaster-recovery drills, and related documentation.
• Review SOPs and supporting documentation.

Monitoring and payment systems

• Monitor transaction success, latency, response times, failure trends, and retries.
• Build and maintain dashboards using ELK Stack, Grafana, Kibana, Splunk, Datadog, and Prometheus; establish proactive alerting and anomaly detection.
• Work with engineering teams to design and optimize high-throughput payment switches, routing logic, settlement, and reconciliation systems.
• Support UPI architecture, IMPS rails, payment orchestration, and end-to-end transaction tracing across distributed systems.

Partner and regulatory coordination

• Coordinate with NPCI, partner banks, and TPAPs during outages, reconciliation issues, and network disruptions.
• Lead integrations and support seamless onboarding of ecosystem participants.
• Support compliance with RBI guidelines and data localization mandates, as well as NPCI operational and technical standards.

Technical expertise

• Payments expertise includes UPI architecture and flows, IMPS rails, payment gateway or switch systems, and Payment Hub orchestration.
• Advanced SQL, including joins, aggregations, and stored procedures; Linux/UNIX administration and shell scripting.
• Ability to read and interpret documentation, understand database schemas, and analyze system architecture and latency.
• Experience with CI/CD pipelines and containerization using Docker and Kubernetes.
• Cloud platform experience with AWS, GCP, or Azure.
• Knowledge of PCI-DSS compliance, financial data governance, and security best practices.

Tools and competencies

• Monitoring and observability tools listed include ELK Stack, Elasticsearch, Logstash, Kibana, Grafana, Prometheus, Splunk, and Datadog.
• The role calls for problem-solving, analytical skills, ownership, initiative, and effectiveness under pressure.
• Strong stakeholder communication and coordination with engineering, product, business, partners, and regulators are emphasized.
• The role requires structured troubleshooting, precision, adaptability, and management of multiple incidents and escalations.

Requirements

• Strong expertise in UPI architecture and flows, IMPS rails, payment gateway or switch systems, and Payment Hub orchestration.
• Advanced SQL proficiency, including joins, aggregations, and stored procedures.
• Hands-on Linux/UNIX system administration and shell scripting experience.
• Hands-on expertise with ELK Stack, Grafana, and Prometheus; the description also lists Splunk and Datadog.
• Experience with CI/CD pipelines and containerization using Docker or Kubernetes.
• Experience with AWS, GCP, or Azure cloud platforms.
• Ability to read and interpret technical documentation, understand database schemas, and analyze architecture and latency.
• Knowledge of PCI-DSS compliance, financial data governance, and security best practices.
• Strong problem-solving, analytical, communication, and stakeholder coordination capabilities, including effectiveness during high-pressure incidents.
• Adaptability, initiative, ownership, precision, and ability to manage multiple incidents, tasks, and escalations.