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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, we've 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).

Title: Problem Manager

Key Responsibilities

Conduct thorough reviews of RCAs to ensure adherence to quality standards.
Facilitate and lead RCA meetings, driving actionable outcomes.
Track and follow up on RCA AIs to ensure timely resolution.
Develop and improve new guidelines for Problem Management.
Analyze incident trends to identify underlying problems and propose solutions.
Collaborate with cross-functional teams to ensure alignment and effective communication.
Monitor and report on problem management metrics, highlighting areas for improvement.

Required Skills and Qualifications

Strong analytical and problem-solving skills.
Excellent communication and stakeholder management abilities.
Familiarity with RCA methodologies like 5Why’s and other incident management frameworks.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency in tools for tracking incidents and problem management.

KPIs

RCA Backlog Reduction:

Percentage decrease in the number of pending RCAs.

Action Item Closure Rate:

The average time taken to close RCA AIs.

RCA Quality Score:

Percentage of RCAs meeting or exceeding quality standards.

Meeting Participation:

Consistency and effectiveness of stakeholder involvement in RCA meetings.

Incident Recurrence Rate:

Reduction in the frequency of recurring incidents due to successful problem resolution.

Resolution Timeliness:

Average time to address and resolve identified problems.

MTTX Improvements.

Reduction in the MTTX metrics due to effective problem management..

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.

Incident Engineer - Problem Management

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