Supercharge your business withRazorpay. Sign up now to experience the future of payments and offer your customers the best checkout experience. Founded by IIT Roorkee alumni,Razorpayrevolutionizes online payments by providing developer-friendly APIs and hassle-free integration.
Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, weve disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X ) and enabling capital availability for businesses (via Razorpay Capital ).
We are looking for a dynamic Manager-IM to join Razorpay. In this role, youll be part of a team responsible for the Incident Management process in resolving and restoring all impacting incidents. Responsible for the complete lifecycle of the issue encompassing all modules of ITSM (Including Incident, Problem, Change & Continuous Service Improvement initiatives)
To be a successful Manager - IM, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding Incident Manager should excel at multitasking and remain judicious during major incidents
Responsibilities Monitoring
Responsible for monitoring all major metrics via various monitoring tools and follow the major incident management process in restoring the major impacting incidents.
Responding to a reported service incident, identifying the cause, and initiating the incident management process.
Proactively identify High impactful scenarios from monitoring tools and engage stakeholders to avert any potential impacts
Prioritizing incidents according to their urgency and impact on the business.
Planning and coordinating all the activities required to perform, monitor, and report on the process
Identify areas needing improved observability and implement AI driven predictive alerts for proactive issue resolution before they cause disruptions
Resolution & Facilitation
Triage, Facilitate and drive all major issues to the resolution
Leverage AI and machine learning tools to enhance incident detection, triaging, and resolution processes.
Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls and in parallel send the Incident communications as per defined timelines
Point of contact for all Incidents and responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure.
Represent the first stage of escalation for Incidents
Communicating with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the incident
Capable of making independent decisions on processes and technical aspects during critical incidents, based on experience and historical data, to ensure effective resolutions.
Documentation/Knowledge Management
Post Incident Management Reviews, Problem Management, Key metrics tracking, RCA Assignment & documentation on key action items identified
Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
Monitor the incidents to ensure that the Service Level Agreements are met/respected
Identify, initiate, schedule and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Conduct brown Bag Sessions on Incident Management Process and educate/train stakeholders
Provide guidance to the Incident Process Coordinators
Creating and reviewing RCA reports to ensure they were comprehensive, high quality, and actionable
Extract technical insights from each incident and store them in a centralized repository, enabling team members to reference this information during incidents and make informed technical decisions independently
Improvement Initiatives
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
Establish strategies for Proactive monitoring and move the support from Reactive to Proactive
Effective measurement strategies for impacts averted or avoided
Identify the key initiatives from a process and technology innovation perspective and drive end to end with specific business outcomes
Proactively suggest improvements based on RCA findings to prevent future incidents
Stay updated on the latest trends in incident management and DevOps toolsets to continuously improve operational workflows
Ability to effectively manage the OKR initiative while maintaining seamless day to day operations.
Balances strategic oversight with operational execution, ensuring that long term goals are achieved without compromising on the teams daily responsibilities
Continuously research new technologies and tools, evaluating their potential to enhance team efficiency and performance, ensuring we stay ahead by adopting innovative solutions
People Management
Define OKR/KPI for team members at each level
Create Competencies for each role and develop the roadmap for the team
Knowledge acquisition plans with leaders of various engagement for their teams Defining Tangible and Intangible OKR/Goals aligning with organization
Role, Succession Planning and Performance Appraisals
Learning & Development initiatives at Organization level, Skill Metrics development and tracking
The ability to handle conflicts within the team or across teams during high stress incidents, maintaining a positive and collaborative environment.
Requirements
Strong verbal and written communication skills
Minimum of up to 7 years of overall experience in the IT Industry
At least 4 - 6 years of experience as Incident Manager/Analyst
Experience working with Enterprise Incident/Problem Management Teams
Strong knowledge of Microsoft/Google office tools like Google sheet/doc. Excel, PowerPoint and Data Management Systems is essential with a high degree of self-motivation and can-do demeanor
Ability to gain valuable insights through the strong data/information literacy skill, perform root cause analysis & problem solving
Swift analysis and prioritization of incidents, determining the best course of action for critical incidents..
Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations
Being able to respond quickly and adjust processes and policies based on feedback or business needs
Mentor and grow a team of engineers working in a 24/7 environment
Must be open to working in shifts to provide 24/7 support and oncall support as necessary.
Razorpay believes in and follows an equal employment opportunity policy that doesnt discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
