Role Purpose:

We are looking for a seasoned BAU Support Leader to manage end-to-end production operations for a high-scale Cards Processing & Acquiring Platform. This role is accountable for 24x7 service reliability, incident resolution, customer escalations, and continuous operational improvement across L1, L2, and L3. In addition to running reliable operations, the role will drive transformation of BAU through AI and automation, improving efficiency, reducing cost, and minimizing human dependency.

The responsibilities we entrust you

End-to-End BAU Operations Ownership
• Lead and govern L1, L2, and L3 support teams (~50 members) across a 24x7 operating model
• Ensure high availability, stability, and performance of the cards processing platform
• Drive structured shift management, escalation matrices, and handoffs
• Act as the single accountable owner for production support delivery and outcomes

Incident & Problem Management Leadership
• Lead Major Incident Management (P1/P2) including coordination across technical and business teams
• Own end-to-end incident lifecycle — detection,



triage, resolution, and closure
• Conduct Incident reviews / Post-Incident Reviews (PIRs)
• Prepare and govern Root Cause Analysis (RCA) documentation
• Ensure strong focus on preventive and corrective actions
• Interface directly with customers during escalations and critical incidents

Command Center Management
• Establish and manage a centralized Command Center (24x7) for real-time monitoring and incident coordination
• Drive command center governance including war-room execution for major incidents
• Ensure seamless collaboration across L1, L2, L3, Infra, and Engineering teams
• Define escalation frameworks and communication standards

Command Center Optimization & Dashboarding
• Continuously improve the way of working within the Command Center
• Design and enhance real-time operational dashboards
• Implement alert correlation, prioritization, and noise reduction
• Enable proactive

📌 Associate Director (India)
🏢 Pine Labs
📍 India