Platform Operations Manager

• Maintain deep understanding of platform workflows, user journeys, transaction states, error scenarios, and system dependencies.
• Triage customer-reported platform issues and identify root cause category.
• Reproduce issues where possible and compile evidence to support resolution.
• Act as the operational subject-matter expert on how the platform behaves in real customer scenarios.
• Own operational incident triage for app and web issues impacting customers; classify severity and coordinate response.
• Coordinate incident response with Technology and vendors using clear problem statements and complete evidence; track until closure.
• Define interim workarounds and operational controls to minimize customer impact during outages or degraded service.
• Support customer communication readiness in partnership with Customer Experience leadership.
• Work closely with Customer Service and Contact Center teams to resolve escalated cases related to platform behavior, transactions, and customer journeys.
• Develop and maintain troubleshooting guides, escalation rules, and issue playbooks for frontline teams.
• Deliver training/refreshers on new features, known issues, and standard workarounds; ensure consistent handling across teams.
• Translate operational and customer impact into actionable technical requests and acceptance criteria for Technology/Vendors.
• Track vendor fixes and releases from an operations readiness perspective; support UAT coordination and post-release validation.
• Maintain structured defect logs and ensure root-cause follow-ups are completed.
• Analyze recurring issues, incident trends, and customer pain points; propose process improvements and platform enhancements to reduce repeat contacts.
• Maintain platform operations documentation, knowledge base, and service dashboards; ensure version control and accessibility for relevant teams.
• Support management reporting on stability, incidents, backlog themes, and operational risks, including recommended actions.

Education & Qualification

• Bachelor’s degree in Business, Information Systems, Operations Management, or related field (or equivalent experience).
• Experience (Essential) 5+ years of experience in platform operations, fintech/digital operations, product operations, or application support roles (non-developer).
• Proven ability to diagnose customer-impacting issues and coordinate resolution with technology teams and/or vendors.
• Strong documentation discipline and ability to work with evidence, timelines, and structured escalation processes.
• Strong stakeholder management capability across operations and technical teams.
• Experience (Highly Preferred) Experience in fintech, payments, digital assets, telecom digital services, or regulated customer platforms is a strong advantage.
• Experience supporting vendor-built platforms and working with SLA-based vendor support models.
• Working knowledge of APIs, logs, monitoring dashboards, or incident management tooling is an advantage.
• Skills & Competencies Strong systems-thinking, analytical troubleshooting, and structured problem-solving skills.
• Excellent communication skills to translate between customer/operations language and technical/vendor language.
• Calm under pressure; strong ownership and follow-through until resolution.
• High integrity and confidentiality due to exposure to.