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, clear 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 process gaps .

- Convert findings into a prioritised improvement backlog in partnership with Product Engineering.

- Champion automation and prevention :

- Push for self‑healing mechanisms, stronger guards, better validation and improved observability.

- Challenge teams when the same pattern recurs without structural fixes. - Operational Excellence & Metrics - Define and track core success metrics for your domain, such as:

- MTTR for P1/P2 incidents.

- % reduction in repeat incidents over time.

- Estimated engineering hours saved from operational work.

- Stakeholder satisfaction scores for support.

- Number and impact of systemic improvements delivered.

- Use metrics to drive continuous improvement , influence prioritisation and demonstrate ROI of the L2 function to leadership. - Runbooks, Standards & Governance - Set the standard for runbooks, SOPs and playbooks , especially for high‑risk flows with financial or regulatory impact.

- Establish governance to ensure operational documentation stays:

- Up to date after system changes.

- Auditable and compliant.

- Easy for D/E-level engineers and L1 teams to understand and execute.





- Promote strong documentation and rotation models to avoid knowledge silos. - Mentoring, Coaching & Team Development - Coach Level D and E engineers on:

- Architecture and data flows.

- Advanced troubleshooting techniques.

- Writing high‑quality RCAs and stakeholder updates.

- Provide input into hiring, onboarding, performance and growth for L2 engineers, helping to build a strong internal talent pipeline. - Stakeholder & Leadership Engagement - Act as a trusted partner for Fintech Engineering, Product and Business leaders , representing L2 in planning and review forums.

- Provide data-backed narratives about stability, incident trends and operational risks.

- Influence roadmaps to ensure operability, observability and reliability are first‑class citizens.

Required Qualifications & Skills : Technical Skills (Must-have) -**:

- 3-8 years** in roles with significant responsibility for production systems (Senior Support, DevOps/SRE, Backend, Systems/Operations Analyst or similar).
- Advanced SQL skills; expert at analysing and reconciling complex data sets from multiple sources.
- Deep experience with observability stacks (Grafana/DataDog/Prometheus + ELK/Kibana/CloudWatch/Sentry), including designing current dashboards and alerts.
- Strong proficiency in at least one programming language (e.g., Python, Java) plus scripting (e.g., Bash); capable of designing and maintaining internal tools.
- Solid understanding of distributed systems and event-driven architectures (microservices, queues/streams like Kafka, retries, idempotency, backpressure).
- Proven track record leading incidents and RCAs and driving technical changes based on findings. - Soft Skills

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