Role: We are looking for a Production Support Manager who will be responsible for managing day-to-day production issues across our digital lending platforms. The person should be hands-on, good at troubleshooting issues and comfortable coordinating with Product, Tech, Operations, Customer Support and external vendors.

Experience:
3–5 Years

Location:
Gurugram

Key Responsibilities

- Own production support and ensure issues are identified, tracked and resolved within SLA.
- Monitor production issues and proactively identify any issues impacting customers or business.
- Troubleshoot issues across application, API, payment gateway, LOS, LMS and other integrations.
- Analyse logs, API responses and database records to identify the root cause of issues.
- Coordinate with the Tech/Engineering team for resolution of production issues.
- Coordinate with external vendors/partners for issues related to their systems or APIs.
- Handle critical production issues and ensure proper escalation and communication until closure.
- Maintain production issue tracker and ensure all issues have proper RCA and closure.
- Identify recurring issues and work with Tech/Product teams on permanent fixes.
- Support production releases and conduct post-release checks.
- Work with Product and QA teams to validate fixes before pushing them to production.
- Maintain SOPs and documentation for recurring production issues and processes.
- Track production support metrics such as SLA adherence, MTTR,



recurring issues and incident trends.
- Identify opportunities to automate repetitive production support activities. What we are looking for
- 3–5 years of experience in Production Support / Application Support.
- Experience in Fintech / NBFC / Lending / Payments will be preferred.
- Valuable understanding of APIs and integrations.
- Good knowledge of SQL and ability to troubleshoot using database queries.
- Experience working with tools like Jira, Postman and monitoring/logging tools.
- Good understanding of production incidents, RCA and SLA management.
- Good coordination skills with Tech, Product, Operations and external vendors.
- Should be comfortable working on critical production issues and taking ownership till resolution.
- Should be able to understand a problem from the business/customer perspective and convert it into a clear technical issue for the Tech team. Good to have
- Experience with LOS/LMS and digital lending platforms.
- Experience with payment gateways, bureau, CKYC, KYC and banking integrations.
- Experience working with third-party APIs and technology vendors.
- Basic understanding of cloud infrastructure and application monitoring. Key KPIs
- Production issues resolved within SLA
- MTTR
- Critical incident response and resolution
- Reduction in recurring production issues
- RCA closure
- Production stability
- Post-release issue rate
- Vendor SLA adherence

📌 Production Support Manager (Gurugram)
🏢 Ram Fincorp
📍 Gurugram