Job Description
About This Job
Pine Labs
Location: Pune District, Maharashtra, India
Work Mode: On-site
Industry: Financial Services
Job Description
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 stable 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 modelEnsure high availability, stability, and performance of the cards processing platformDrive structured shift management, escalation matrices, and handoffsAct 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 teamsOwn end-to-end incident lifecycle — detection, triage, resolution, and closureConduct Incident reviews / Post-Incident Reviews (PIRs)Prepare and govern Root Cause Analysis (RCA) documentationEnsure strong focus on preventive and corrective actionsInterface 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 coordinationDrive command center governance including war-room execution for major incidentsEnsure seamless collaboration across L1, L2, L3, Infra, and Engineering teamsDefine escalation frameworks and communication standards
Command Center Optimization & Dashboarding
Continuously improve the way of working within the Command CenterDesign and enhance real-time operational dashboardsImplement alert correlation, prioritization, and noise reductionEnable proactive monitoring and faster decision-making
KPI Governance & Service Excellence
Track MTTD, MTTR, incident volume, and SLA adherenceBuild operational dashboards for leadershipDrive reduction in incidents and faster resolutionMove towards near-zero avoidable incidents
AI & Automation-led Transformation
Identify areas for AI/AIOps integrationAutomate incident detection, classification, and remediationDrive RCA automation and incident clusteringDeliver cost optimization and efficiency improvements
Customer & Stakeholder Management
Act as primary interface for customers for BAU operationsLead escalation calls and service reviewsPresent incident summaries, RCAs, and KPIsCollaborate with engineering, infra, and product teams
Team Leadership & Capability Building
Lead and mentor support teamsDefine KRAs and performance metricsDrive training and upskillingBuild ownership-driven culture
Risk, Compliance & Governance
Ensure PCI DSS and scheme complianceIdentify risks and implement controlsSupport audits and regulatory reviews
Required Experience & Qualifications
Experience & Portfolio:
15+ years in IT with strong cards & payments domain experience
Experience with at least 2 card processing platforms
2–3 years managing BAU operations
Strong experience in incident management, RCA, and escalations
Exposure to AWS and AI technologies
Communication & Ownership
Strong communication, interpersonal, and conflict resolution skillsAble to work both independently and as part of a team
Location: Pune
This is 5 days work from office role (No remote or hybrid)
Things You Should Be Comfortable With
Working from office: 5 days a weekPushing the boundaries: Have a big idea See something that you feel we should do but haven't done We will hustle hard to make it happen. We encourage out of the box thinking, and if you bring that with you, we will make sure you get a bag that fits all the energy you bring along.
What We Value In Our People
You take the shot: You decide fast and deliver right.You are the CEO of what you do: You show ownership and make things happen.You sing your work like an artist: You seek to learn and take pride in the work you do.
