Service Delivery Analyst I (Middleware API Support, Cloud Infrastructure)- 1-2 years Exp- Pune– Rotational Shift 24*7

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. We’re looking for a InP - Service Delivery Analyst I to join our ever-evolving Web Integrations team and help us unleash the potential of every business.

What you’ll own as – InP - Service Delivery Analyst I

• Monitor APIs, middleware platforms, and cloud infrastructure to ensure high availability, optimal performance, and adherence to SLAs.
• Perform technical troubleshooting for API failures, middleware issues, integration errors, and cloud infrastructure incidents.
• Analyze logs, metrics, and system behaviors using tools such as Grafana, Splunk, Prometheus, Dynatrace, CloudWatch, or equivalent monitoring platforms.
• Conduct root cause analysis (RCA) for recurring or major incidents and provide recommendations for long-term fixes.
• Respond to alerts and incidents promptly, coordinating with development, DevOps, and cloud engineering teams as needed.
• Maintain, update, and optimize monitoring dashboards, alerting rules, and observability settings.
• Support API lifecycle activities, including deployments, versioning, configuration validation, and traffic analysis.
• Assist in capacity planning, performance tuning, and reliability improvements across cloud and middleware components.
• Document technical issues, solutions, standard operating procedures, and troubleshooting guidelines for knowledge sharing.
• Participate in on-call rotations, incident bridges, and production support activities to ensure continuous service availability.
• Support automation opportunities to reduce manual effort and enhance operational efficiency.
• Ensure compliance with security standards, operational policies, and audit requirements across API and cloud environments.

What you bring

Technical Knowledge

• Strong understanding of API technologies, including REST, SOAP, JSON, XML, and basic API design principles.
• Basic knowledge of API Gateways such as Kong, Apigee, IBM API Connect, AWS API Gateway, or Azure API Management, including:
  • Understanding how gateways manage and route API traffic
  • Knowledge of policies (rate limiting, throttling, caching, authentication)
  • API security concepts like OAuth, API Keys, JWT, and TLS
  • Monitoring and analyzing API performance and latency through gateway dashboards
  • Basic troubleshooting of failed API calls, routing issues, and permission/configuration problems
• Working knowledge of middleware platforms such as WAS IHS / WebMethods, ESB, message queues, integration services, and microservices architectures.
• Familiarity with observability and monitoring tools like Grafana, Prometheus, Splunk, Dynatrace, AppDynamics, or cloud-native monitoring solutions.
• Good understanding of cloud platforms (AWS, Azure, GCP), including compute, storage, networking, and monitoring components.
• Experience with log analysis, metrics visualization, dashboards, alerts, and distributed tracing.
• Solid understanding of Linux/Unix environments, shell scripting, and command-line diagnostics.
• Basic knowledge of network fundamentals including DNS, load balancers, proxies, certificates, firewalls, and connectivity paths.
• Understanding of ITIL concepts such as Incident, Change, and Problem Management.
• Experience supporting Deployments using tools such as Jenkins, Azure DevOps, GitLab CI/CD, Bamboo, or similar platforms, including:
  • Validating deployment readiness and pre-checks
  • Monitoring deployment execution and troubleshooting failures
  • Coordinating with development and DevOps teams for rollout and rollback
  • Supporting release activities and ensuring stability post‑deployment

Analytical & Troubleshooting Skills

• Strong ability to diagnose and resolve complex technical issues across APIs, cloud components, and middleware systems.
• Skilled in performing root cause analysis (RCA) and documenting clear corrective and preventive actions.
• Ability to correlate system behaviors across multiple layers (infrastructure, application, network, integrations).
• Capable of identifying performance bottlenecks and recommending optimization strategies.

Communication & Collaboration

• Effective verbal and written communication skills for interacting with cross-functional teams including DevOps, cloud engineers, developers, and business stakeholders.
• Ability to explain technical issues in a clear and structured manner to both technical and non‑technical audiences.
• Strong collaboration and teamwork abilities, especially during incident bridges or high‑severity issue resolution.

Organizational & Operational Skills

• Ability to prioritize tasks, manage multiple incidents simultaneously, and work effectively under pressure.
• Strong documentation habits for SOPs, knowledge articles, troubleshooting guides, and incident reports.
• Ability to work in a fast-paced environment with shifting priorities and tight deadlines.
• Willingness to participate in on‑call rotation, after-hours support, and production incident handling.

Additional Abilities

• Strong attention to detail and commitment to accuracy.
• Proactive mindset with the ability to identify risks, gaps, and improvement opportunities.
• Ability to learn new tools, technologies, and platforms quickly.
• Customer‑oriented approach with a focus on service quality and reliability.

About the team

Our Customer Experience Worldpayers are at the heart of it all — enabling us to provide world-class support to customers. Unwavering dedication and full of enthusiasm, they’re always finding ways for us to grow together.

The Middleware API Support & Cloud Infrastructure Analyst is responsible for ensuring the reliability, availability, and optimal performance of enterprise APIs and middleware platforms. This role involves proactively monitoring API traffic, system health, and cloud infrastructure using observability tools such as Grafana, Prometheus, Splunk, Dynatrace, or equivalent platforms. The analyst will diagnose and troubleshoot technical issues across middleware components, cloud environments, and backend integrations, ensuring minimal downtime and rapid issue resolution.

Key responsibilities include root cause analysis, performance optimization, log analysis, incident management, and coordination with development, cloud engineering, and infrastructure teams. The position also requires creating dashboards, alerts, and reports to support operational visibility and improve system reliability.
The ideal candidate should have hands-on experience with API gateways, Cloud platforms (AWS/Azure/GCP), monitoring tools, and strong analytical and problem‑solving skills. Familiarity with automation scripts, integration workflows, and DevOps practices is a plus.

What makes a Worldpayer

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open and winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

LinkedIn # (#LI- Susmita Tripathy)