Lead Application Support

National Payments Corporation Of India (NPCI); Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

National Payments Corporation Of India (NPCI) seeks a seasoned Incident Commander to own and operate the 24x7 command centre for the BBPS/NBBL ecosystem. You will lead critical production events, drive cross-functional resolution, and ensure round-the-clock stability across transactions and partnerships.

You will oversee reconciliation and settlement issues, manage runbooks and escalation matrices, and work with banks, NBFCs, and ecosystem partners to maintain high availability and secure,

Qualifications

• Experience leading 24x7 command centres and incident response.
• Knowledge of reconciliation and settlement processes in payments.
• Strong cross-functional communication with banks, NBFCs, and partners.

Responsibilities

• Own and operate a 24x7 command centre for BBPS/NBBL, ensuring production readiness and no unplanned downtime.
• Act as Incident Commander during critical production events, leading bridge calls and coordinating resolutions.
• Lead production incident troubleshooting across transaction failures, latency spikes, 503 errors, and switch anomalies at scale.
• Manage and stabilize integrations with OUs, Banks, NBFCs, Billers, and Ecosystem partners for seamless onboarding and health.
• Own L1/L2 support operations end-to-end including rosters, shift planning, SLAs, and team accountability.
• Analyze and resolve reconciliation and settlement issues, ensuring financial accuracy across partners.

Skills

Incident Commander

Production incidents

SLA adherence

Root Cause Analysis

Monitoring & Observability

Stakeholder communication

System architecture

On-prem stability

Job description

Job Description:

Indias payments infrastructure is scaling at an unprecedented pace, and BBPS (NBBL) is at the heart of it. We are building a world-class team of payments professionals — Incident Commanders, Solution Architects, and Support Specialists — to own production stability, drive ecosystem integrations, and ensure that millions of transactions settle seamlessly, every single day. If you thrive in high-stakes, real-time environments and want to shape the backbone of Indias bill payments ecosystem, this is your moment.

• Own and operate a 24x7 command centre for the NBBL (BBPS) payments ecosystem, ensuring round-the-clock production readiness and zero unplanned downtime.
• Act as Incident Commander during critical production events — leading bridge calls, driving cross-functional resolution, and managing real-time stakeholder communication.
• Lead production incident troubleshooting across transaction failures, latency spikes, 503 errors, and payment switch anomalies at scale.
• Manage and stabilize integrations with OUs, Banks, NBFCs, Billers, and Ecosystem partners, ensuring seamless onboarding and sustained operational health.
• Own L1/L2 support operations end-to‑end — including rosters, shift planning, SLA adherence, performance tracking, and team accountability.
• Analyse and resolve Reconciliation and Settlement issues, ensuring financial accuracy and timely closure across all partner touchpoints.
• Handle certificate, signature, and security flow related issues, maintaining the integrity and compliance of payment transactions.
• Design and continuously improve system architecture for reliability, scalability, and high availability under peak transaction loads.
• Strengthen monitoring and observability across the ecosystem — building and maintaining logs, alerts, and dashboards for proactive incident prevention.
• Drive Root Cause Analysis (RCA) for all major incidents and implement preventive measures to eliminate recurrence.
• Maintain and evolve runbooks, SOPs, and escalation matrices to ensure operational consistency and rapid incident response.
• Collaborate closely with internal engineering teams, external partners, and NPCI stakeholders to resolve issues and drive platform improvements.
• Produce incident reports, daily and weekly dashboards, and governance summaries for leadership and partner visibility.
• Identify systemic gaps in API integrations and distributed systems and work with architecture teams to remediate them.
• Manage on‑premises infrastructure stability, ensuring the payments platform performs reliably under high-load, real‑time transaction environments.