Job
Description
As an experienced Tech Ops Manager at our company, your role is crucial in leading and managing production support for our Banking and Credit Card products. You will be responsible for owning the production support function, ensuring timely issue resolution, and maintaining agreed SLAs for UAT and Production environments. Key Responsibilities: - Lead, mentor, and manage the Production Support team for debugging and resolving issues in Production and UAT. - Establish a culture of accountability, technical excellence, and customer-first mindset. - Ensure timely response and resolution of production incidents, adhering to all agreed SLAs with partner Banks. - Manage issue triaging, root cause analysis, and drive permanent fixes to recurring problems. - Coordinate with internal engineering, product, and delivery teams for quick turnaround on critical incidents. - Act as the primary escalation point for Banks on production/UAT issues. - Provide clear, timely, and transparent communication to internal and external stakeholders regarding incident status, resolution plans, and post-mortems. - Build trust and confidence with Banks by ensuring reliability and stability of our services. - Troubleshoot and debug issues related to APIs, integrations, and credit card product flows. - Work closely with engineering to identify code, infra, or configuration-related issues. - Implement and optimize production support processes, including incident management, change management, and escalation workflows. - Maintain knowledge base, run-books, and best practices to improve operational efficiency. - Conduct regular incident reviews and drive continuous improvements to reduce production issues. Qualifications Required: - Bachelors/Masters in Computer Science, IT, or related field. - 7 years in production/technical operations, with 3 years in a leadership role. - Experience in Banking, FinTech, or Credit Card domain preferred. - Strong knowledge of APIs, integrations, databases (SQL/NoSQL), and cloud platforms (AWS/GCP/Azure). - Hands-on experience with incident/change management and monitoring tools (Grafana, Splunk, Datadog, etc). - Proven ability to lead teams, manage escalations, and drive root cause analysis. In this role, you will work in a fast-paced, innovative environment with the opportunity to make a tangible impact on our products and the industry. We offer competitive compensation, opportunities for growth, and a collaborative work culture that values innovation, transparency, and excellence. Location: Bangalore.,
