Saurabh Singh

Results-driven Application Operations professional with 4+ years of experience in payment gateway integrations, merchant operations, POS application support, and production deployments. Hands-on expertise with Paytm payment gateway integration, UAT testing, SQL troubleshooting, and SLA-driven incident management. Proven ability to coordinate cross-functional teams across 500+ retail stores, drive successful go-lives, and resolve merchant-facing payment issues.

Adept at stakeholder communication, escalation handling, and process improvement — directly aligned with Paytm Merchant Operations requirements.

Junior Executive – Application & POS Operations - Tata Trent Ltd. (Zudio | Westside | Star Bazaar) - Mumbai

(2023-07)

• Led daily operations for a 7-member POS support team across 3 retail brands (Zudio, Westside, Star Bazaar), ensuring seamless payment and billing operations.
• Drove end-to-end Paytm payment gateway integration: UAT execution, pre-production validation, SQL backend configuration, and go-live deployment — directly relevant to merchant payment operations.
• Managed production deployments and release activities for POS and payment applications across 500+ stores, ensuring zero downtime and SLA compliance.
• Handled incident management, escalation tracking, and ticket prioritization; reduced merchant payment issue TAT through structured triage and cross-team coordination.
• Performed SQL troubleshooting and data validation for payment and application incidents, enabling fast root-cause analysis.
• Coordinated with Product, Vendor, Business, and Technical teams for issue resolution, deployment readiness, and merchant support.
• Supported CRM management, promotions rollout, and store-level application stability, driving positive merchant experience.
• Mentored new team members on ticketing processes, payment workflows, and knowledge-base documentation.

Junior Executive – SAP & System Support - White Space Global - Mumbai

(2022-05 - 2023-06)

• Managed SAP user access administration: ID creation, password resets, role management, and authorization support for multiple retail brands.
• Executed transport requests, FI user additions, and system support activities ensuring operational continuity.
• Supported plant creation, master data changes, and business operational requests; performed periodic housekeeping to maintain system performance.

Bachelor of Science - Information Technology - University of Mumbai