Lead Application Support

India's 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 India's bill payments ecosystem, this is your moment. • 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.