Engineering Manager

Are you looking for a super-challenging role designing backend systems that scale to 1000+ TPSs in one of India's fastest growing, profitable near-Unicorns with businesses spanning Lending, E-comm and UPI? Then this is the role for you.

Client Company is a profitable, rapidly scaling unicorn which is extremely well capitalized. Client has a very strong moat in the consumer lending space on the back of which it is entering into additional large markets such as E-comm and UPI.

Client company is now entering its next phase of growth from a fast-scaling startup to a robust, high-scale financial platform serving millions of users daily.

You'll design systems built for 10x100x growth, make the key technical trade-off calls, and stay deeply hands-on. Beyond building, you'll mentor engineers and work directly with founders and product teams to translate business goals into scalable, reliable systems.

This role is an opportunity to:

• Shape the next-generation architecture for a high-throughput fintech system
• Build systems designed to scale 10x100x from current volumes
• Solve real-world problems across performance, reliability, and financial-grade security

Responsibilities

• Design and evolve the platform architecture to support 10x100x growth
• Own systems end-to-end from the first design decision to production impact
• Lead system design discussions and set the long-term technical direction for the platform
• Identify scale bottlenecks early and drive solutions
• Mentor and elevate engineers through design reviews, code quality, and architectural thinking
• Partner directly with founders and product teams to turn business priorities into scalable systems
• Operate with high ownership in a fast-paced environment where priorities evolve quickly
• Drive projects independently own timelines, coordinate with teams, and see delivery
• Conduct rigorous code reviews and champion engineering best practices across the team
• Proactively identify gaps in the system and come up with concrete approaches to address them
• Solve technical problems across the company not just confined to a single pod
• Challenge existing architecture with data and reasoning push back when its the right call, and drive adoption of better approaches.

Requirements

• 7-12 years of experience in backend or platform engineering
• Strong computer science fundamentals (preferably from IIT, BITS, NITs)
• Strong proficiency in backend development (Node.js, Java, Go, or equivalent)
• Proven experience scaling systems through high-growth startup phases (1→10 or beyond)
• Track record of building and owning critical platforms or systems from scratch
• Exposure to high-volume transactional systems; fintech or lending is a strong plus
• Bias for action - moves fast, makes sound decisions, owns outcomes end-to-end
• Comfortable navigating ambiguity and evolving priorities in a startup environment
• Strong problem-solving skills ability to break down complex technical challenges and arrive at pragmatic, well-reasoned solutions
• Hands-on experience with platform engineering developer tooling, shared services, infrastructure abstractions, or internal platforms

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

As a Recruiting Intern with Nirmitee.io Your Tasks Will Include

• Placing job postings on all relevant platforms
• Acting as the front-line contact person for applicants
• Scheduling interviews
• Managing applicant documentation
• Taking part in interviews
• Preparing client presentations
• Attending company events
• Assisting with office administration

Required Skill Set

The Recruiting Intern should possess the following skills, attributes, and qualifications:

• Bachelor’s Degree, preferably in HR or a related field
• Expert computer skills
• Strong administrative and document management skills
• Excellent written and verbal communication
• Willingness to learn
• Ability to multitask and work under deadlines 
• Enthusiasm and a capacity for hard work
• Strong interest in recruitment

Role Summary

The Service Delivery & Change Manager is responsible for ensuring smooth day-to-day support operations, structured execution of change requests, and controlled production releases across client accounts and internal systems. This is a hybrid role requiring a mix of delivery management, technical coordination, stakeholder communication, and operational discipline.

Key Responsibilities

• Oversee day-to-day production support activities across projects or client accounts
• Manage incidents, service requests, and operational issues to ensure timely resolution and SLA compliance
• Coordinate with internal technical teams for troubleshooting, escalation, and closure of support cases
• Maintain support records, trackers, and operational documentation
• Support business users with system-related requests, user access coordination, and issue follow-up where needed
• Manage the complete lifecycle of change requests from requirement gathering to closure
• Coordinate with business stakeholders, clients, and technical teams to define scope, effort, timelines, and priorities
• Ensure proper approvals, documentation, planning, testing, deployment readiness, and closure of all changes
• Coordinate production deployments involving application and database changes
• Support release planning, deployment communication, release notes, and post-release follow-up
• Act as the primary coordination point between clients, business teams, and delivery teams
• Lead or support review meetings, status calls, follow-ups, and issue discussions
• Provide regular updates on support status, change progress, risks, and delivery timelines
• Ensure adherence to internal processes, governance standards, and audit requirements
• Support compliance-related activities, reporting needs, and documentation for management or client review
• Prepare weekly and monthly reports covering incidents, support activities, change requests, deployment status, and team utilization
• Track open items, pending approvals, delivery risks, and recurring support trends
• Support management with structured data for invoicing inputs, audit preparation, and operational analysis
• Contribute to process improvements that strengthen service quality, delivery control, and communication flow
• Manage resource planning, team allocation, leave schedules, and backup coverage to ensure smooth delivery continuity.
• Support onboarding, knowledge transfer, and internal coordination for smooth service continuity
• Identify, support, and help drive AI-led initiatives that improve operational efficiency, service quality, reporting, or delivery processes

Required Skills / Knowledge

• Strong experience in application support, service delivery, change management, or technical project coordination
• Good understanding of incident management, service request handling, and change control processes
• Experience in production release coordination and deployment planning
• Strong stakeholder management and client communication skills
• Ability to work across business, technical, and operational teams
• Strong reporting, documentation, and follow-up discipline
• Familiarity with ticketing tools, release processes, and enterprise support environments
• Good analytical and problem-solving skills
• Ability to manage multiple priorities in a structured and calm manner
• Working knowledge of Java-based enterprise applications, including Spring Framework and Hibernate
• Familiarity with cloud platforms such as AWS
• Basic working knowledge of Linux environments
• Understanding of CI/CD tools and version control platforms such as Jenkins, GitHub, and Bitbucket
• Ability to coordinate effectively with development and DevOps teams on application changes, deployments, and environment-related issues
• Strong interest in emerging technologies and willingness to contribute to AI initiatives within the organization

Preferred Qualifications

• Bachelor’s degree in Engineering, IT, Computer Science, or related field
• 5+ years of relevant experience in service delivery, application support, or technical project management
• Experience in client-facing delivery environments
• Exposure to audit, compliance, or governance-heavy projects is an advantage
• Experience in the Energy sector and/or Ecommerce will be an added advantage

We are actively seeking a Senior Data Engineer experienced in building data pipelines and integrations from 3rd party data sources by writing custom automated ETL jobs using Python. The role will work in partnership with other members of the Business Analytics team to support the development and implementation of new and existing data warehouse solutions for our clients. This includes designing database import/export processes used to generate client data warehouse deliverables.