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

Job Title: Production Site Reliability Engineer (SRE) – Digital Payments

Role Overview

We are seeking a highly technical and driven Production SRE Engineer to manage and monitor mission-critical payment platforms including UPI, IMPS, and Payment Hub systems & various Payment Applications.

The role focuses on ensuring high availability, low latency, and seamless transaction experience for customers. The incumbent will collaborate with cross-functional teams (Engineering, Business, Compliance) and external regulators (RBI, NPCI) to maintain resilient and scalable payment infrastructure. 

Key Responsibilities

Production Support & Incident Management

• Provide L2/L3 production support for UPI, IMPS, and Payment Hub platforms & various Payment Applications.
• Diagnose, triage, and resolve transaction failures, timeouts, and API disruptions.
• Lead and participate in Major Incident Management (MIM) calls and ensure timely stakeholder communication.
• Manage incidents, service requests, and problem tickets via Jira, ServiceNow.
• Provide regular updates to internal stakeholders and regulatory bodies (NPCI/RBI) during critical issues.

Reliability Engineering & RCA

• Perform deep-dive Root Cause Analysis (RCA) for recurring payment and system issues.
• Implement preventive and corrective measures to improve system stability.
• Drive SRE best practices including error budgets, SLIs/SLOs, and system resilience.
• Experience in managing DR Drills & Documentations. 
• Reviewing the SOPs & its relative documentations. 

Monitoring, Observability & System Engineering

• Monitor key performance indicators: 
  • Transaction success rates
  • Latency and response times
  • Failure trends and retries
• Build and maintain dashboards using: 
  • ELK Stack, Grafana, Kibana, Splunk, Datadog, Prometheus
• Establish proactive alerting and anomaly detection mechanisms.
• Work closely with engineering teams to design and optimize: 
  • High-throughput payment switches
  • Routing logic
  • Settlement and reconciliation systems
• Understand and support UPI architecture, IMPS rails, and payment orchestration layers & various Payment Applications.
• Trace end-to-end transaction lifecycle across distributed systems.

External Partner & Regulatory Coordination

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

Technical Skills & Expertise

Payments Domain Knowledge

• Strong expertise in: 
  • UPI architecture and flows
  • IMPS rails
  • Payment gateway / switch systems
  • Payment Hub orchestration & various Payment Applications.

Core Technical Skills

• Advanced SQL proficiency (joins, aggregations, stored procedures)
• Strong hands-on experience in: 
  • Linux/UNIX systems administration
  • Shell scripting
• Ability to: 
  • Read , Write and interpret All types documentation (SOPs, workflows, etc.)
  • Understand database schemas
  • Analyse system architecture and latency

Monitoring & Observability Tools

• Hands-on expertise with: 
  • ELK Stack (Elasticsearch, Logstash, Kibana)
  • Grafana, Prometheus
  • Splunk, Datadog

DevOps & Cloud

• Experience with:  
  • CI/CD pipelines, Containerization (Docker, Kubernetes)
• Cloud platforms:  
  • AWS / GCP / Azure

Key Competencies

• Strong problem-solving and analytical skills
• High ownership in production environments
• Ability to work under pressure in real-time systems
• Strong stakeholder communication and coordination
• Focus on reliability, scalability, and performance
• Must have can do, takes initiative, Drives end to end deliverables. 
• Proactive, solution-oriented mindset with ownership to resolve production issues under pressure. 
• Ability to clearly articulate incidents, updates, and RCA to stakeholders, leadership, and regulators. 
• Works effectively with cross-functional teams (engineering, product, partners, regulators). 
• Structured thinking to diagnose complex system failures and drive long-term fixes. 
• Ability to stay calm and effective during high-severity incidents and critical outages.
• Knowledge of PCI-DSS compliance, Financial data governance & security best practices
• Quickly adapts to changing technologies, incidents, and regulatory requirements in a fast-evolving payments ecosystem. 
• Precision in analysing logs, transactions, and system behaviour to avoid critical errors in production. 
• Effectively manage multiple incidents, tasks, and escalations in a high-pressure environment. 
• Ability to handle expectations and coordinate with internal teams, partners, and regulators efficiently. 
• Takes ownership to make quick, informed decisions during outages or critical production incidents & communications to various Stake holders including Regulatory.