Senior Incident Engineer

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. 

Responsibilities: 

Monitoring: 

• Responsible for monitoring all major metrics via various monitoring tools and following 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 

Resolution & Facilitation: 

• Triage, Facilitate and drive all major issues to the resolution

• Responsible for following the escalation matrix and engagement of stakeholders over the bridge calls and in parallel sending 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

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

• 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 

Improvement Initiatives : 

• Execute continuous process improvement initiatives where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.

• Execute strategies for Proactive monitoring and move the support from Reactive to Proactive

• Effective measurement strategies for impacts averted or avoided(P-1 Avoids)

Requirements : 

• Strong verbal and written communication skills

• Minimum of up to 5 years of overall experience in the IT Industry

• At least 3 years of experience as Incident Manager/Sr. Incident Engineer

• Certifications: ITIL foundation(Mandatory), Preferred: Expert Level

• Experience working with Enterprise Command Center Teams

• Strong knowledge of Microsoft 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

• Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations

• Must be open to working in shifts to provide 24/7 support and oncall support as necessary

• Experience 4- 7 years

• Location: Bangalore( Candidate should be open to work from Office)

• At least 3 years of experience as Incident Manager/Sr. Incident Engineer

• Certifications: ITIL foundation(Mandatory)

• Must possess technical, analytical, presentation skills with the ability to translate findings into business reports and presentations 

• Must be open to working in shifts to provide 24/7 support and oncall support as necessary