Sr. Operations Analyst

About Sahamati Foundation:

Sahamati is a market-driven, non-profit industry alliance ushering in Open Finance in India through the Account Aggregator (AA) framework. Account Aggregators are the third building block of the India Stack, the country’s Digital Public Infrastructure (DPI), after the Aadhaar and Unified Payments Interface (UPI). AAs are consent managers (CMs) that enable secure and seamless data-sharing with explicit consumer consent, ensuring data control and privacy. At Sahamati, we aim to institutionalize consent-based, secure data-sharing in the financial ecosystem.

Job Overview

We are seeking a skilled and motivated Sr. Operations Analyst to join our dynamic operations team. This role involves analyzing escalated technical issues and providing advanced troubleshooting and problem resolution, and addressing API implementation-related issues. The Sr. Operations Analyst must have a deep understanding of our account aggregator ecosystem, a high level of technical expertise, and a commitment to delivering outstanding analysis and collaboration.

Key Responsibilities

  • Provide Advanced Support: Handle and resolve complex technical issues that are escalated to the operations team within defined SLA guidelines.
  • Troubleshooting: Diagnose and provide guidance in troubleshooting advanced issues related to API implementation across AA, FIP, and FIU, through various community channels.
  • Community Engagement: Maintain clear, concise, and professional communication with AA ecosystem community members to ensure harmonized implementation.
  • Documentation: Document all support activities, including issue resolution steps and community interactions, and provide dashboard support.
  • Collaboration: Work closely with the Operations team, Support Team, Engineering, and Product teams to identify and resolve issues.
  • Knowledge Management: Contribute to the knowledge base by creating and updating technical articles and FAQs.
  • Training and Mentoring: Provide guidance and training to Operation Analysts to enhance their technical skills.
  • Incident Management: Participate in incident management and root cause analysis for critical issues for Sahamati internal processes and services.
  • Continuous Improvement: Identify and suggest improvements in processes, tools, and products to enhance support efficiency and customer satisfaction.

Qualifications

  • Education: A bachelor’s degree or more, or a related field or equivalent work experience.
  • Experience: Minimum of 4-6 years in a technical support role, preferably in a Level 2 capacity.
  • Technical Skills: Proficiency in troubleshooting and resolving issues related to (AA) API implementation.
  • Tools: Experience with support ticketing systems (e.g., ZohoDesk, ServiceNow) and remote support tools.
  • Communication: Excellent verbal and written communication skills.
  • Problem-Solving: Strong analytical and problem-solving abilities.

Preferred Qualifications:
Experience in the account aggregator ecosystem and/or familiarity with NBFC AA API Specifications

What We Offer

  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A supportive and collaborative work environment.
  • Flexible working arrangements.

To Apply

Interested candidates are invited to submit their resume and cover letter detailing their qualifications and experience at careers@sahamati.org.in