Senior Manager

2 weeks ago


delhi, India Razorpay Full time
Roles and Responsibilities:
Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings
Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform
We believe in Impact creation at scale, so it is imperative for a leader
Ability to attract and hire top-notch Tech support talent for the organization.
Establish and implement training processes and strategies for all technical personnel
Analyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projects
Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career development
Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones
Engage directly with enterprise customers at CXO level and Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects
Determine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantly
Research and implement process efficiencies with help of automation which will improve productivity and scale
Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.
Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.
Mentor the professional development of each direct report through personal and performance management.
Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.
Effective at influencing a culture of engineering craftsmanship and excellence.
Initiate cross-functional (Product, Business, Operations) collaborations with development teams throughout Razorpay and gather feedback and requirements.
Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.
Ensure the team fully understands the goals and objectives of Razorpay as a company and how their work fits into 'the bigger picture.
Desired Skills and Experience
Total of 12+ years' experience
Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years' experience in people management.
Excellent communication skills & strong problem-solving skills with Data and Technical acumen.
Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc
Good coding skills in one of the languages PHP/Python/C++/Java
Very good understanding of Web Technologies.
Fin-tech experience or Payments product experience will be an added advantage
Understanding of six sigma or lean concepts
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