Lead Technical Consultant

2 weeks ago

Bengaluru, India Razorpay Full time

Job Description

The Role:

- As a Lead, you will be responsible for developing, implementing, and maintaining policies and procedures on application support services.
- Manage a team to ensure that all support or service requests are dealt with according to the agreed procedures.
- Communicate and negotiate with stakeholders and external parties on application support-related matters.

Roles and Responsibilities:

- Work directly with developers, clients, and internal teams on post-integration issues to provide technical support, consulting, and best practices.
- Address technical queries on APIs, plugins, and the complete Razorpay product suite.
- Follow the escalation matrix and engage relevant stakeholders; communicate technical issues to merchants and internal departments.
- Analyze incident trends using past incident data and define action items to reduce service volume and increase application availability.
- Apply appropriate negotiation styles when managing internal and external stakeholders.
- Ensure team OKRs remain in the green by tracking progress daily.
- Communicate application support policies, procedures, and SLAs to stakeholders and ensure compliance across the enterprise.
- Act as an advocate for technical expertise and knowledge on Razorpay products, their implementation, and usage.
- Enhance merchant experience by resolving technical issues directly without redirecting them to developers.
- Ensure Customer Satisfaction remains green and meets organizational targets.

Mandatory Qualifications:

- 46 years of experience as an Application Support Lead/Manager.
- Experience working in the payments industry is a plus.
- Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential.
- High degree of self-motivation and a can-do attitude.
- Strong data/information literacy skills, with the ability to gain valuable insights and perform root cause analysis and problem-solving.
- Possess strong technical, analytical, and presentation skills, with the ability to translate findings into business reports and presentations.

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