Assistant Manager - Product Operations (Enterprise Merchants)

Cashfree Payments India Private Limited; Bengaluru; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Cashfree Payments India Private Limited in Bengaluru is seeking an Assistant Manager - Product Operations (Enterprise Merchants) to lead incident response, monitoring, and cross-functional collaboration to ensure system reliability.

You will own relationships with payment gateways and banks, drive automation and SOPs, and mentor a team of Product Operations and SRE professionals. Strong data analysis, problem solving, and adaptability are essential.

Qualifications

• 5–6 years of relevant experience in Product Operations, SRE, production support, operations engineering, or a related field.
• Proficiency in SQL, Excel, and Google Sheets for data analysis, reporting, and generating actionable insights.
• Familiarity with monitoring and observability tools such as Prometheus, Grafana, and Datadog.
• Hands-on automation with scripting and AI-driven automation to streamline workflows.
• Strong experience in troubleshooting production issues, root cause analysis, incidents, and preventive solutions.
• Ability to analyze system behavior, identify performance bottlenecks, and implement improvements.
• Experience in developing SOPs, documenting processes, and driving continuous improvement.
• Strong communication and collaboration skills for cross-functional and banking partner interactions.
• Leadership and team management capabilities to guide Product Operations and SRE personnel.
• Problem-solving with a proactive approach; adaptable in fast-paced environments.

Responsibilities

• Incident Response: Rapidly assess and resolve critical incidents, engaging with cross-functional teams to restore functionality.
• Monitoring and Alerting: Build and optimize monitoring systems to detect issues promptly and reduce downtime.
• Bank / PG Relationship: Maintain relationships between PGs and banks for issue resolution and timely communication.
• Automation: Design automation to streamline alert monitoring and reduce manual interventions.
• Operations Excellence: Develop SOPs and best practices, documenting processes for consistency and efficiency.
• Proactive Problem Solving: Identify risks and bottlenecks, implementing solutions to prevent degradation.
• Reporting: Compile daily and weekly product and incident metrics to enable data-driven decisions.
• Team Handling: Lead and mentor a team of Product Operations and SRE professionals.

Skills

Data analysis

SQL

Excel

Google Sheets

Monitoring

Prometheus

Grafana

Datadog

Automation

Scripting

AI automation

Incident management

Root cause analysis

Performance optimization

Operational excellence

Stakeholder management

Leadership

Problem solving

Adaptability

Job description

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

Skills & Qualifications

• 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.