Incident Engineer
Incident Engineer
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Job Description
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.
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
Location: Bangalore( Candidate should be open to work from Office)
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
Employment Type
Full Time
