Rajesh K

I work at National Payments Corporation of India (NPCI), contributing to the Bharat Bill Payment System (BBPS)—a key initiative driving seamless digital payments across India. My role focuses on bridging banks, Technology Service Providers (TSPs), and entities within the BBPS ecosystem to ensure efficient, secure, and inclusive bill payments.

With a strong command of technical issue resolution and transaction flow optimization, I support the broader vision of financial inclusion through innovative collaboration and reliable digital infrastructure.

Key Expertise & Contributions
Digital Payments & Bill Payment Ecosystem
Deep understanding of BBPS, UPI, and related platforms that power India's digital payment infrastructure.

Banking & FinTech Integrations
Successfully facilitated integrations between banks, TSPs, and new participants in the ecosystem.

Strategic Partner & Stakeholder Management
Acted as a liaison among multiple stakeholders to align business objectives and technical capabilities.

Technical Issue Resolution & Process Optimization

Resolved complex issues promptly to minimize downtime and improve customer satisfaction.

Streamlined support processes, leading to faster response times and increased operational efficiency.

People Management & Team Development

Conducted regular performance reviews, setting measurable growth targets.

Designed and executed training programs for new team members, reducing onboarding time and boosting productivity.

Documentation & Knowledge Management

Created detailed internal documentation, enabling quicker resolution of client queries and enhancing team knowledge.

Project Leadership

Led cross-functional teams on critical projects, resulting in improved system stability and service delivery.

• Providing technical assistance and resolving issues related to software applications used by customers or internal users.
• Developed and implemented an IT service desk system to provide support to users.
• Deliver remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions.
• Answer, evaluate, and prioritize requests for assistance from clients experiencing problems with software, networking, hardware, telephony and other computer-related topics.
• Create and maintain all case notifications within target service level agreements.
• Take ownership and accountability for the resolution of complex issues and concepts at the first point of contact; demonstrating a long-term perspective in addressing client concerns.

• Providing technical assistance and resolving issues related to software applications used by customers, or internal users.
• Works with the Major Incident Manager to facilitate the resolution of high-severity outages, impacting IT infrastructure.
• Works in collaboration with the Problem Management team for analysis on known errors and recurring events that would be deemed a problem.
• Identifies and confirms performance problems, and notifies managers and leaders.
• Monitoring alert tickets and routing them to the Level 2 and Level 3 teams.
• Used Remedy and ServiceNow call tracking systems to log, track, and manage incidents and service requests.
• Troubleshoot performance issues on mobile devices regarding the installation and utilization of company-specific applications, and other web portal-related issues for participants and client managers.
• Documented and tracked all received requests in the incident management system.

• Ticket Handling and Incident Management.
• Performed all active directory roles such as creation/deletion of user accounts, Password reset, mailbox creation/Deletion, Access to mailbox, distribution list, contact list, access to VPN/ office communicator etc.
• Supported User Access Management.
• Assisting users in resolving technical issues, providing timely support and ensuring smooth IT operation.
• All kind of active Directory user's groups updating, as well as creating and adding/removing Group Policy.