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Technical Lead for Payment Gateway Support
2 months ago
Role Overview
We are seeking an experienced Technical Lead to oversee the support of our cutting-edge payment gateway. This role involves leading a team in ensuring the optimal performance and seamless operation of our payment services.
About Us
Initiate International is committed to delivering exceptional payment solutions. Our teams work tirelessly to ensure prompt triage and escalation for swift resolution, maintaining operational resilience and meeting industry regulations.
Key Responsibilities:
- Incident Management: Oversee incident management processes for payment applications, ensuring timely identification, prioritization, and resolution. Continuously improve policies to meet industry regulations and maintain operational resilience.
- Team Leadership: Lead and mentor a team of application support specialists, optimizing incident response and resolution. Drive team development through recruitment, onboarding, training, and performance management.
- Vendor Management: Manage vendor relationships and oversee service desk and application support services via business process outsourcing, ensuring adherence to SLAs and quality standards.
- Performance Monitoring: Govern vendor performance against KPIs, SLAs, quality standards, and resilience requirements.
- Incident Coordination: Coordinate incident response across technical teams and stakeholders, ensuring effective communication and escalation. Analyze incident trends to implement proactive measures.
- Documentation: Maintain comprehensive incident management documentation, including incident reports, post-mortems, SOPs, and root cause analysis.
- Monitoring Systems: Regularly review application monitoring systems to detect issues early and implement proactive strategies.
- Customer Support: Serve as a primary point of contact for escalated customer support issues related to application availability. Collaborate with product development and technical teams to resolve technical incidents.
- Strategic Alignment: Collaborate with upper management to align the application support organization with organizational objectives and strategic plans. Manage team resources effectively through budgeting, time management, and skill-based task allocation.
Requirements:
- Bachelor's degree in computer science, information technology, or a related field; or equivalent work experience.
- 8+ years of proven experience in incident management and application support roles, preferably within the financial technology or SaaS industry.
- Strong understanding of ITIL frameworks and best practices related to incident management. Prior experience with regulatory bodies and resilience frameworks, such as ISO 27001, GDPR, and DORA, is preferred.
- Excellent verbal and written communication skills, with the ability to convey technical issues to non-technical stakeholders.
- Ability to prioritize and manage multiple incidents and tasks in a fast-paced environment.
- Strong analytical and problem-solving skills, with keen attention to detail.
- Experience with distributed systems in a production operations environment and with monitoring tools for proactive incident detection and management.
- Proven ability to deliver results on time with high quality.
Salary Range: ₹1,500,000 - ₹2,500,000 per annum (depending on experience)
Location: Mumbai Metropolitan Region
Why Join Us?
At Initiate International, you will be part of a team that is committed to excellence, innovation, and growth. If you are ready to take on a leadership role and drive our application support team to new heights, we encourage you to apply.
