Assistant Manager - Product Operations (Enterprise Merchants)

Role: Assistant Manager - Product Operations ( Enterprise Merchants)
Location: Bangalore ~ Ecoworld

Responsibilities:

• Incident Response: Rapidly assess and resolve critical incidents, engaging with cross-functional teams to restore system functionality and maintain business continuity.

• Monitoring and Alerting: Build and optimize monitoring systems to enhance visibility and enable timely detection of potential issues, reducing the impact of downtime and performance degradation.

• Bank / PG Relationship: Maintain and foster relationships between Payment Gateway Providers (PGs) and banks for issue resolution, ensuring timely and efficient communication and response.

• Automation: Design and implement infrastructure and tooling automation to streamline alert monitoring processes and reduce manual interventions, freeing up time for more strategic tasks.

• Operations Excellence: Accumulate best practices in operation and maintenance, guiding on optimizing operations processes and participating in process documentation to ensure consistency and efficiency.

• Proactive Problem Solving: Proactively identify potential risks and bottlenecks, recommending and implementing solutions to prevent performance degradation and ensure smooth operation.

• Reporting: Compile and deliver daily and weekly reports on product metrics and incident metrics to provide visibility into system health and performance, enabling data-driven decision-making.

• Team Handling: Manage a team of Product Operations and SRE folks

• Experience: 5–6 years of relevant experience in Product Operations, Site Reliability Engineering (SRE), Production Support, Operations Engineering, or a related field.

• Data Analysis: Proficiency in SQL, Microsoft Excel, and Google Sheets for data analysis, reporting, and generating actionable insights.

• Monitoring & Observability: Familiarity with monitoring and observability tools such as Prometheus, Grafana, and Datadog.

• Automation & AI: Hands-on experience with automation tools, scripting, and AI-driven automation to streamline workflows, reduce manual effort, and improve operational accuracy.

• Incident & Problem Management: Strong experience in troubleshooting production issues, conducting root cause analysis, managing incidents, and implementing preventive solutions.

• Performance Optimization: Ability to analyze system behavior, identify performance bottlenecks, evaluate multiple solutions, and implement effective improvements.

• Operational Excellence: Experience in developing SOPs, documenting operational processes, establishing best practices, and driving continuous improvement.

• Stakeholder Management: Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams, banking partners, and Payment Gateway Providers.

• Leadership & Team Management: Ability to lead, mentor, and manage a team of Product Operations and SRE professionals while balancing competing priorities.

• Problem-Solving: Strong analytical thinking, ownership, and decision-making skills, with a proactive approach to identifying and resolving operational challenges.

• Adaptability: Self-driven, quick to learn, and comfortable working in a fast-paced, dynamic environment with a strong sense of accountability and teamwork.