Senior Operations Analyst – Account Aggregator Ecosystem

About the role

Sahamati Foundation is seeking a Senior Operations Analyst to join its operations team. The role focuses on advanced troubleshooting of technical issues, especially those related to API implementation within India’s Account Aggregator ecosystem.

Key responsibilities

• Provide advanced support for complex technical issues escalated to the operations team, adhering to SLA guidelines.
• Diagnose and guide troubleshooting of API implementation challenges across AA, FIP, and FIU via community channels.
• Maintain professional communication with ecosystem members to ensure consistent implementation.
• Document support activities, resolution steps, and community interactions; contribute to dashboards.
• Collaborate with Operations, Support, Engineering, and Product teams to resolve issues.
• Contribute to the knowledge base by creating and updating technical articles and FAQs.
• Mentor junior Operation Analysts and provide training on technical topics.
• Participate in incident management, root‑cause analysis, and continuous improvement initiatives.

Required profile

• Bachelor’s degree or equivalent work experience.
• 4‑6 years of experience in a technical support role, preferably Level 2.
• Strong analytical and problem‑solving abilities.
• Excellent verbal and written communication skills.

Required skills

• API implementation troubleshooting (AA ecosystem).
• Experience with support ticketing systems such as ZohoDesk and ServiceNow.
• Proficiency with remote support tools.

What we offer

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