Role Description:
As a Senior Product Support Engineer, you are a technical and operational leader in the Fintech Support Engineering (L2) team. You:
- Own end-to-end production stability for one or more critical Fintech domains across BHFS and related platforms.
- Lead the L2 side of major incidents (P1/P2), ensuring rapid response, transparent ownership and high‑quality communication.
- Drive systemic reliability improvements so that Engineering spends less time firefighting and more time on roadmap and innovation.
- Mentor Levels D and E and help shape the operating model, metrics and culture of the L2 function.

Your impact is measured by reduced MTTR, fewer repeat incidents, reclaimed engineering capacity and improved stakeholder satisfaction.

Key Responsibilities:
End-to-End L2 Ownership & Operating Model- Act as the accountable L2 owner for one or more high‑impact areas (e.g., Payment Lifecycle + 2WM, PSP Settlements, Payreport, RegTech Platform).
- Define and maintain L2/L3 boundaries and RACI with Product Engineering to avoid blurred ownership.




- Shape and refine the L1 L2 L3 model for your domain, ensuring that:
- L1 knows what to route, and how.
- L2 has clear authority and tools.
- L3 is only pulled in when code‑level or deep architectural changes are required.
- Major Incident Leadership (P1/P2)- Lead P1/P2 incidents for your domain from the L2 side:
- Quick triage and scope impact across Finance, Accounting, BHFS, PayOps, ABU, TBU and downstream systems.
- Orchestrate investigation across L2 engineers, L3 teams and external partners (PSPs, vendors).
- Ensure that communication to stakeholders is timely, accurate and consistent.
- Decide and coordinate short‑term mitigations vs long‑term fixes, always aiming to “fix fast, fix right, fix forever”.
- RCA, Tech Debt & Preventive Improvements- Own the RCA process for recurring and high‑impact incidents in your area:
- Ensure RCAs are deep, honest and evidence‑based.
- Identify tech debt, design limitations and p

📌 Senior Product Support Engineer (Bengaluru)
🏢 Booking Holdings
📍 Bengaluru