Problem Solving
Soumya Ranjan Sahoo
Sr. Production Support Lead
Bangalore,Karnataka
Summary
Results-driven Sr. Production Support Lead with 7.5 years of experience leading high-impact Fintech programs, cross-functional initiatives, and large-scale platform implementations. Proven success in managing API integrations, improving platform reliability, and delivering complex technical projects across banking, lending, and merchant ecosystems. Core Competencies: Program Management, Fintech Platforms, API Integrations, Production Support, Incident Management, Stakeholder Management, Product Operations, Cross-functional Leadership, Partner Onboarding.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Sr. Production Support Lead
Finbox
01.2025 - Current
- Program Ownership:
Own and drive all technical and operational aspects of ABFL,MFL,PFL lending programs (BL, PL, and Marketplace) from planning to go-live. - Cross-Functional Delivery:
Lead coordination between Product, Engineering, Infra, and Client teams to ensure smooth releases and on-time delivery of milestones. - API & Platform Integration:
Oversee API-level integration between FinBox’s lending suite (Onboarding, Risk, Bank Connect, LOS/LMS) and ABFL systems, ensuring proper mapping, authentication, and payload validation. - Release Management:
Define sprint-level milestones, manage backlog prioritization, and align all stakeholders through Jira and Confluence tracking dashboards. - Technical Governance:
Track environment stability, sandbox validations, and production readiness through Datadog/Grafana monitoring and health checks. - Client Engagement:
Act as the primary point of contact for ABFL tech/product SPOCs — facilitating UAT reviews, issue resolution, and weekly syncs. - Incident Management & RCA:
Drive post-production monitoring, manage escalation workflows, and conduct detailed RCA documentation for reported issues. - Data & Analytics:
Partner with data teams to monitor transaction flows, API success/failure ratios, latency trends, and throughput metrics across BL/PL platforms. - Compliance & Security:
Ensure all integrations adhere to RBI-compliant data handling, partner SLAs, and InfoSec guidelines.
Production Support Lead
Finbox
01.2024 - 12.2024
- Led post-production monitoring and escalation handling for multiple lending clients — IIFL, ABFL, MFL, PFL, Muthoot, TDL, Housing, SuperMoney, MoneyControl, and TATA Nearc.
- Led cross-functional teams to streamline production support processes, enhancing operational efficiency and reducing response times.
- Developed and implemented troubleshooting protocols, resulting in improved incident resolution and increased system uptime.
- Mentored junior staff in best practices for production support, fostering a collaborative environment and enhancing team performance.
- Analyzed production workflows to identify bottlenecks and implemented solutions, significantly improving overall process throughput.
- Implemented real-time dashboards and alerting pipelines in Grafana to monitor API uptime and transaction anomalies.
- Reduced MTTR by 40% through process automation and proactive alerting.
- Defined and maintained partner onboarding and product configuration workflows across FinBox’s credit, risk, and bank connectivity products.
- Automated manual checks and monitoring scripts, improving operational turnaround by 25%.
Product Operations
Finbox
02.2022 - 12.2023
- Led cross-functional teams to streamline product operations, resulting in enhanced workflow efficiency and improved project delivery timelines.
- Developed and implemented operational protocols to ensure compliance with industry regulations, significantly reducing risk exposure.
- Analyzed product performance metrics to identify improvement areas, driving initiatives that enhanced user satisfaction and engagement.
- Mentored junior team members in operational best practices, fostering a culture of continuous improvement and knowledge sharing.
Assistant Operations Manager
Arzooo Technologies Pvt. Ltd.
03.2021 - 01.2022
- Managed operational workflows for partner onboarding, order processing, and credit-linked sales enablement.
- Coordinated with engineering teams for internal tool improvements to streamline merchant onboarding.
- Reduced partner escalation response time by 35% through improved workflow and communication automation.
Operations Analyst
Cure.fit Healthcare Pvt. Ltd.
12.2019 - 01.2021
- Oversaw operational analytics and process automation across fitness and healthcare service lines.
- Handled vendor reconciliation, SLA reporting, and data-driven partner performance tracking.
- Drove cost optimization through improved utilization planning and SLA adherence tracking.
MIS Credit Analyst
Udaan (Hiveloop Technology Pvt. Ltd.)
02.2019 - 12.2019
- Managed daily credit disbursement reports and lending risk analytics for B2B buyers.
- Collaborated with finance and risk teams to improve data accuracy and reduce credit decision latency.
- Developed dashboards for credit performance and partner portfolio insights.
Senior Customer Service Associate
BlackBuck (Zinka Logistics Solutions Pvt. Ltd.)
12.2017 - 02.2019
- Managed end-to-end fleet and partner operations, supporting logistics delivery for large B2B clients.
- Created tracking reports and dashboards to monitor trip SLAs, improving on-time delivery metrics.
- Supported initial process automation efforts within the customer support and partner management verticals.
Education
Bachelor of Technology (B.Tech) - Electrical Engineering
Biju Pattanaik University And Technology
Odisha 04.2001 -
Skills
Tools & Platforms: Jira, Postman, Grafana, MySQL, ClickHouse, MongoDB, Notion, Redash, Signoz, Jupyter
undefinedInterests
Escalation Handling
Timeline
Sr. Production Support Lead
Finbox
01.2025 - Current
Production Support Lead
Finbox
01.2024 - 12.2024
Product Operations
Finbox
02.2022 - 12.2023
Assistant Operations Manager
Arzooo Technologies Pvt. Ltd.
03.2021 - 01.2022
Operations Analyst
Cure.fit Healthcare Pvt. Ltd.
12.2019 - 01.2021
MIS Credit Analyst
Udaan (Hiveloop Technology Pvt. Ltd.)
02.2019 - 12.2019
Senior Customer Service Associate
BlackBuck (Zinka Logistics Solutions Pvt. Ltd.)
12.2017 - 02.2019
Bachelor of Technology (B.Tech) - Electrical Engineering
Biju Pattanaik University And Technology
04.2001 -