Role Summary

Responsible for real-time business monitoring of the NBFCs customer-facing digital applications (APK, IPA & Web). The role will monitor critical customer and loan journeys, including payments, servicing, documents and other digital lending functionalities, to ensure smooth customer experience and business continuity. The analyst will proactively identify customer-impacting issues, transaction failures and abnormal business patterns and coordinate with relevant teams for timely resolution.

Key Responsibilities

• Perform real-time monitoring of APK, IPA & Web applications from a customer and business perspective.

• Monitor critical NBFC customer journeys including Login, Loan Servicing, EMI Payments, Part Payments, Mandates, Documents and other loan-related journeys.

• Monitor transaction volumes, success/failure rates, payment status, journey drop-offs and business exceptions.

• Track critical loan and servicing journeys across LOBs and identify customer-impacting disruptions.

• Proactively identify payment failures, transaction discrepancies,



journey failures and abnormal business trends and escalate them to respective teams.

• Perform post-release and production validation of critical customer journeys and newly deployed functionalities.

• Coordinate with Technology, Product, Business, QA, Operations and dependent teams for investigation, escalation and closure of customer-impacting issues. Key Requirements

• 13 years of experience in Application Monitoring, Business Monitoring, Digital Operations, MIS or Business Analysis.

• Positive understanding of NBFC/lending business processes and customer-facing digital applications.

• Understanding of loan lifecycle, payments, servicing and digital customer journeys will be preferred.

• Experience in monitoring transactions, business metrics, dashboards and customer journeys.

• Strong analytical skills with the ability to identify anomalies, transaction failures and customer-impacting patterns. PUBLIC

📌 Business Application Monitoring Analyst (Mumbai)
🏢 Zlendo Technologies
📍 Mumbai