Senior Technical Ops — APM (Alternative Payment Methods)

Areas of Responsibility

• 1. Expert Incident & Problem Management
• Serve as the highest escalation point for all critical APM-related issues across production and sandbox environments.
• Conduct in-depth troubleshooting of complex transaction failures, including authorization declines, settlement discrepancies, callback issues, and routing problems.
• Perform real-time analysis using logging and monitoring tools (Kibana, Datadog, Grafana, Splunk) to quickly diagnose system anomalies and errors.
• Coordinate incident resolution efforts with Engineering and DevOps, focusing on swift mitigation and long-term recurrence prevention.
• Lead emergency response protocols during major outages impacting APM transaction flows.Execute deep-dive Post-Incident Root Cause Analysis (RCA) and present findings to Product and Engineering teams.
• 2. APM Performance & Monitoring
• Develop, maintain, and optimize monitoring dashboards, alerts, and system health checks specific to APMs.
• Analyze key performance indicators (KPIs) such as success rates, latency, and drop-off rates to identify and propose systemic improvements.
• Drive proactive detection initiatives to flag merchant-level or provider-level processing issues before they escalate into incidents.
• 3. Integration & Merchant Suppor
• Provide senior-level technical consultation to merchants integrating various APMs (e.g., Pix, Sofort, iDeal, Klarna, local wallets).
• Review and validate API specifications, payload structures, webhook configurations, and authentication mechanisms.
• Assist with integration test scenarios and required APM certification processes.
• 4. Operational Excellence & Automation
• Propose and drive solution implementations (automation, tooling, configuration changes, or product enhancements) to reduce recurring incidents and operational friction.
• Create and maintain comprehensive documentation, including detailed runbooks, troubleshooting guides, and standard operational procedures.
• Promote operational excellence through standardization and knowledge sharing.
• 5. Cross-Functional Collaboration
• Serve as the technical APM subject matter expert for Product Managers, Engineering, Compliance, and Partner Management teams.
• Provide support insights that influence product backlog prioritization and roadmap decisions.
• Articulate APM-specific technical constraints, regional nuances, and compliance requirements to internal stakeholders.
• 6. External Partner Liaison
• Act as the primary technical point of contact with APM providers and acquirers.
• Manage and escalate persistent technical issues, ensuring adherence to partner SLAs.
• Validate the impact of provider updates, maintenance schedules, and API changes on our merchant base.

Required Skills & ExperienceTechnical Expertise

• Payment Systems: Deep, hands-on understanding of payment processing workflows, specifically APM models and related regional payment regulations.
• APIs & Data: Proven experience with REST APIs, webhooks, JSON, and authentication protocols.
• Monitoring & Logging: Proficiency with enterprise-grade monitoring and logging systems (Datadog, Grafana, Kibana, ELK Stack, Splunk).
• Data Analysis: Strong proficiency in SQL for complex transactional data analysis.
• Coding: Ability to read and debug code snippets (e.g., Python, Node.js, Java).
• Infrastructure (Plus): Familiarity with microservices architecture, cloud environments (AWS/GCP), and CI/CD pipelines.

Professional Experience

• 4–7+ years in a senior technical support, payments engineering, or integration engineering role.
• Essential: Prior experience within a high-volume PSP, fintech, or banking environment is strongly preferred.
• Experience supporting global payment methods and managing high-traffic systems.

Key Competencies

• Exceptional problem-solving, analytical, and critical-thinking abilities.
• Outstanding written and verbal communication, capable of distilling complex technical concepts.
• Demonstrated ability to remain calm and effective while managing critical incidents under pressure.
• High sense of ownership, bias for action, and commitment to operational improvements.

Success Metrics

• Reduction in the Mean Time to Resolution (MTTR) for APM incidents.
• Successful achievement of high SLA resolution rates for merchant and internal support tickets.
• Measurable improvement in overall APM transaction success rates and system reliability.
• Positive results in cross-team collaboration surveys and knowledge-sharing initiatives.
• High merchant satisfaction scores (CSAT/NPS) related to APM support.