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.

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).

The Role
As a lead you will be responsible for developing, implementing and maintaining policies and procedures on application support services. Managing a team to ensure that all support or service requests are dealt with according to the agreed procedures. Communicates and negotiates 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.
• Addressing technical queries on APIs, and Plugins and complete Razorpay product suite.
• Responsible for following the escalation matrix and engagement of stakeholders, communicate technical issues to merchants and internal departments.
• Analyze incident trends based on data analysis on past incidents and chalk out action items to reduce service volume and increase availability of the applications.
• Apply negotiation styles accordingly when managing both internal & external stakeholders.
• Responsible for ensuring the team OKRs in green state by tracking it on daily basis.
• Communicate the application support policies, procedures and SLA to the relevant stakeholders and ensure the guidelines are followed across enterprise.
• Act as an advocate for technical queries and expertise in terms of knowledge for Razorpay products, their implementations and usages.
• Enhance the overall experience of our merchants by providing support for technical issues without redirecting them to the developers.
• Ensure the Customer Satisfaction is green and meets the organization targets.

Mandatory Qualification

• At least 4-6 years of experience as Application Support Lead/Manager.
• Experience working with Payment Industry is a plus.
• 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 the valuable insights through the strong data/information literacy skill, perform root cause analysis & problem solving.
• Must possess technical, analytical, presentation skills with ability to translate findings into business reports and presentation.