Manager- Production Support Engineering (Fintech)

Gurugram, India

Payment – Payments India - Engineering /

Full-time /

Hybrid

We are seeking a highly skilled Production Support Manager with over 7 years of experience in the fintech industry, specifically in payment gateway operations. The ideal candidate should have a strong understanding of merchant payment flows, payment aggregation models, and experience in monitoring and troubleshooting payment transactions. This role requires expertise in incident management, critical thinking, and a deep knowledge of ITIL practices, Agile, and Scrum methodologies.

• Lead the production support team to ensure seamless payment operations and minimal disruptions.
• Manage incident resolution, root cause analysis, and preventive measures to enhance system stability.
• Utilize Jira and other ticketing tools for tracking and resolving issues efficiently.
• Monitor transaction flows using Grafana, logs monitoring tools, and other observability platforms.
• Collaborate with merchants, internal teams (engineering, product, compliance), and banking partners to resolve complex payment issues.
• Ensure adherence to ITIL frameworks for incident, problem, and change management.
• Identify patterns in transaction failures and implement strategies to improve success rates.
• Work closely with product and tech teams to enhance the payment platform and drive system improvements.
• Provide guidance on QR-based payment flows, POS transactions, and other fintech payment solutions.
• Conduct regular training sessions for team members to enhance their technical and analytical skills. Key Requirements
• 7+ years of experience in fintech production support, with a focus on payment processing.
• ITIL certification is mandatory.
• Strong knowledge of Agile & Scrum methodologies.
• Hands-on experience with Jira, Grafana, logs monitoring tools, and other incident management platforms.
• Strong understanding of merchant payment flows, payment aggregators, and digital payment processing.