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.