Incident Engineernew

New
- Incident Engineer
- Bangalore

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).

**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 2 years of overall experience in the IT Industry
- At least 1 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
- At least 1 years of experience as 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