Role OverviewProduct & Platform Monitoring Manager to ensure the reliability, performance, and operational health of our fintech products and underlying platforms. This role sits at the intersection of
Product, Engineering, Risk, and Operations, owning end-to-end monitoring of customer journeys, transaction flows, APIs, and third-party integrations.
Proactively detect issues, lead incident response, and translate platform signals into actionable insights that improve customer experience and platform stability.
Key ResponsibilitiesProduct & Customer Journey Monitoring- Monitor end-to-end customer flows (onboarding, underwriting, payments, disbursements, repayments).
- Define and track product health metrics such as conversion rates, approval rates, payment success, and drop-offs.
- Identify customer-impacting issues and coordinate timely resolution and communication.
Platform & Technical Monitoring- Own real-time monitoring of APIs, services, and third-party integrations.
- Track availability, latency, error rates, and transaction throughput.
- Partner with Engineering to define SLIs, SLOs, alerts, and escalation paths.
Incident Management- Lead incident detection, triage, and cross-functional response.
- Run incident calls, document timelines, and drive post-incident reviews.
- Ensure root causes are addressed and preventive actions are implemented.
Risk, Controls & Reporting- Monitor operational and transaction-level anomalies (failed payments, reversals, reconciliation breaks).
- Support audit, compliance, and risk reporting through control monitoring.
- Build dashboards and reports for product, engineering, and leadership teams.
Cross-Functional Collaboration- Partner closely with Product, Engineering, Risk, Finance, and Customer Support.
- Ensure monitoring and alerting are in place for new product launches and integrations.
QualificationsRequired- 5+ years of experience in fintech, payments, lending, or financial services platforms.
- Strong understanding of API-based systems and transaction processing.
- Hands-on experience with monitoring/observability tools (e.g., Datadog, New Relic, Grafana, CloudWatch, Splunk).
- Hands-on experience of building and managing MIS and Data reporting tools such as QuickSight, Tableau, PowerBI etc.
- SQL or basic scripting experience in Python for analysis and reporting.
- Proven experience managing production incidents in high-availability systems.
- Strong analytical and communication skills.
Preferred- Experience with consumer lending, commercial lending, BNPL, card payments, ACH, or real-time payments.
- Familiarity with SRE concepts, SLAs/SLOs, and reliability best practices.
Key Success Metrics- Issues are identified before they materially impact customers.
- Clear, trusted dashboards provide real-time visibility into product and platform health.
- Faster incident resolution and fewer repeat production issues.
- Improved customer experience and operational resilience.
