About this role
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.