Lead TechOps Engineer

Role & responsibilities

• Lead, mentor and grow a team of TechOps engineers; set priorities, allocate work and manage on-call and shift rosters
• Define and enforce support processes, SLAs, escalation matrices and runbooks for Zaakpay payment gateway applications
• Review team performance, build skills, and create a strong culture of ownership and accountability Production Ownership
• Own L3 production support and act as the final escalation point for complex issues
• Own transaction success rates, availability and latency for the payment gateway; track them against targets and drive improvements
• Oversee real-time monitoring of payment transactions, including bank and acquirer-level success rate analysis, and act on anomalies early
• Troubleshoot and fix production bugs in Java-based applications, and review fixes and hotfixes before release Incident and Problem Management
• Act as incident commander for major incidents: coordinate response, communicate with stakeholders and ensure fast recovery
• Lead root cause analysis, publish post-incident reports and track preventive actions to closure
• Run problem management to cut repeat incidents and reduce MTTR and MTTD Data and Databases
• Design, write and optimize complex MySQL and MongoDB queries for statistics, reconciliation and custom business reports
• Lead analysis and resolution of database performance and data consistency issues, working with DBA and engineering teams
• Guide the team on query tuning, replication and replica set health
• Automation and Reliability
• Drive automation of routine operational tasks using Python and Bash, with the goal of reducing manual intervention
• Improve monitoring, alerting, dashboards and centralized logging to make issues visible before customers report them
• Participate in release readiness, deployment reviews and capacity planning with the engineering teams

Preferred candidate profile

• 6+ years of experience in TechOps, Production Support or Application Operations, including 2+ years leading or mentoring a team
• Strong hands-on experience with Java-based applications: debugging, thread and heap analysis, and production bug fixing
• Deep experience with MySQL (query tuning, replication, performance analysis) and MongoDB (replica sets, indexing, performance tuning)
• Expertise in log analysis, troubleshooting and root cause analysis for complex, multi-system production issues
• Proven record of managing major incidents end to end, including stakeholder communication and post-incident reviews
• Proficiency in Python and Bash scripting to automate operational work and build reports
• Strong Linux and networking fundamentals (TCP/IP, DNS, load balancers, TLS, HTTP)
• Ability to work in high-pressure, 24x7 production environments and take ownership of outcomes
• Strong communication skills to work with engineering, product, business and senior management
• Experience in payment systems, fintech or transaction platforms is a strong plus

Preferred / Good-to-Have Skills:

• Experience with Spring Boot or other Java frameworks
• Familiarity with cloud platforms (AWS, Azure, GCP)
• Knowledge of containerization and orchestration (Docker, Kubernetes)
• Hands-on experience with APM, observability, monitoring and centralized logging tools
• Understanding of PCI-DSS compliance and payment security standards
• Exposure to CI/CD pipelines and deployment automation
• Experience with high-volume, low-latency transaction systems
• Familiarity with SRE practices such as SLIs/SLOs, error budgets, capacity planning and disaster recovery drills
• Knowledge of payment flows, reconciliation and settlement, and bank/acquirer integrations