Sr. Operations Analyst

About Sahamati Foundation:

Sahamati is the RBI-recognised Self-Regulatory Organisation (SRO) for India’s Account Aggregator ecosystem, a cross-sectoral industry alliance built to advance consent-based financial data sharing. 

As a not-for-profit industry alliance, we work closely with regulated entities, technology providers, and ecosystem participants to promote secure and consent-driven data sharing under the AA framework.

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