Consultant - 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.

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).

Role Overview
We are seeking an experienced
Senior Incident Engineer
to manage and lead incident management processes in a
24/7 operational environment
. The candidate
must be comfortable working on-site 5 days a week
to ensure seamless coordination and support. This role involves responding to service incidents, coordinating resolutions, driving process improvements, and ensuring high availability of critical services.

The ideal candidate thrives under pressure, multitasks efficiently, and leads both operational incident response and continuous improvement initiatives, leveraging AI and automation to advance incident management maturity.

Key Responsibilities
Incident Management & Resolution:

• Respond promptly to reported service incidents, identify causes, and initiate incident management processes.
• Proactively identify high-impact scenarios from monitoring tools and engage stakeholders to prevent potential outages.
• Prioritize incidents based on urgency and business impact.
• Plan, coordinate, and monitor all activities related to incident resolution.
• Triage, facilitate, and drive major issues to resolution.
• Follow escalation matrices and engage stakeholders through bridge calls and timely incident communications.
• Serve as the primary point of contact and first escalation stage for incidents.
• Maintain clear, ongoing communication with stakeholders and leadership during incident lifecycles.

Improvement Initiatives

• Lead continuous process improvements by reviewing and enhancing policies, roles, and technologies.
• Drive proactive monitoring strategies to shift from reactive to proactive support.

Reporting & Communication

• Prepare and present monthly OKR and incident reports with key metrics to leadership.
• Translate technical and analytical findings into clear business presentations and reports.

Qualifications & Skills

• 4–7 years overall IT experience, with at least 3 years as an Incident Manager or Senior Incident Engineer.
• ITIL Foundation certification is mandatory; Expert level preferred.
• Experience working with Enterprise Command Center or similar operations teams.
• Strong knowledge of Google Sheets, PowerPoint, and data management tools.
• Excellent verbal and written communication skills; confident presenter.
• Strong analytical skills, root cause analysis, and problem-solving capabilities.
• Ability to multitask and work effectively in a high-volume, 24/7 shift-based environment.
• Self-motivated with a proactive, can-do attitude.
• Comfortable working on-site in Bangalore with on-call support as needed.
• Interest and experience in leveraging AI/automation to improve incident processes is a plus
• Location: Bangalore( Candidate should be open to work from Office)

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.

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