Lead Application Support

Job highlights

• Own L1 / L2 support operations end-to-end including rosters,shift planning,SLA adherence,performance tracking,and team accountability

Job Summary

Indias payments infrastructure is scaling at an unprecedented pace, and BBPS (NBBL) is at the heart of it. We are building a world-class team of payments professionals - Incident Commanders, Solution Architects, and Support Specialists - to own production stability, drive ecosystem integrations, and ensure that millions of transactions settle seamlessly, every single day. If you thrive in high-stakes, real-time environments and want to shape the backbone of Indias bill payments ecosystem, this is your moment.

Responsibilities

• Own and operate a 24x7 command centre for the NBBL (BBPS) payments ecosystem, ensuring round-the-clock production readiness and zero unplanned downtime.
• Act as Incident Commander during critical production events, leading bridge calls, driving cross-functional resolution, and managing real-time stakeholder communication.
• Lead production incident troubleshooting across transaction failures, latency spikes, 503 errors, and payment switch anomalies at scale.
• Manage and stabilize integrations with OUs, Banks, NBFCs, Billers, and Ecosystem partners, ensuring seamless onboarding and sustained operational health.
• Own L1/L2 support operations end-to-end including rosters, shift planning, SLA adherence, performance tracking, and team accountability.
• Analyse and resolve Reconciliation and Settlement issues, ensuring financial accuracy and timely closure across all partner touchpoints.
• Handle certificate, signature, and security flow related issues, maintaining the integrity and compliance of payment transactions.
• Design and continuously improve system architecture for reliability, scalability, and high availability under peak transaction loads.
• Strengthen monitoring and observability across the ecosystem building and maintaining logs, alerts, and dashboards for proactive incident prevention.
• Drive Root Cause Analysis (RCA) for all major incidents and implement preventive measures to eliminate recurrence.
• Maintain and evolve runbooks, SOPs, and escalation matrices to ensure operational consistency and rapid incident response.
• Collaborate closely with internal engineering teams, external partners, and NPCI stakeholders to resolve issues and drive platform improvements.
• Produce incident reports, daily and weekly dashboards, and governance summaries for leadership and partner visibility.
• Identify systemic gaps in API integrations and distributed systems and work with architecture teams to remediate them.
• Manage on-premises infrastructure stability, ensuring the payments platform performs reliably under high-load, real-time transaction environments.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.