Incident Management Specialist

Razorpay•Bengaluru, Karnataka, India

fulltime

Information Technology

2+ years

About the role

Role Overview:

We are seeking an experienced 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:

2+ years experience in incident Management.
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)

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