Job Description

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Razorpay — Incident Engineer | Bangalore (In-Office)

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Experience: 1-3 Years

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An Incident Engineer @ Razorpay is well-grounded — smart, quality focussed, and a product thinker. Engineering creates a significant impact across different areas considering the scale of our software product outreach. You’re also expected to influence the culture of the company and help shape it the right way.

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We are looking for an Incident Engineer to join our Incident Management team. This role is primarily focused on Problem Management — owning the RCA lifecycle, managing post-incident reviews, and driving continuous improvement. You will also handle developer-facing outages and, as the process demands, provide rotational support for production incidents impacting external customers. This is a rotational role with 24/7 coverage as needed.

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Responsibilities

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Monitoring & Proactive Detection

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- Responsible for monitoring all major metrics via various monitoring tools and following the major incident management process in restoring major impacting incidents.
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- Respond to reported service incidents, identifying the cause, and initiating the incident management process.
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- Proactively identify high-impact scenarios from monitoring tools and engage stakeholders to avert any potential impacts.
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- Prioritize incidents according to their urgency and impact on the business.
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- Execute strategies for proactive monitoring and move the support from reactive to proactive.
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- Effective measurement strategies for impacts averted or avoided (P-1 Avoids).
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Incident Resolution & Facilitation

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- Triage, facilitate, and drive all major issues to resolution.
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- Follow the escalation matrix and engage stakeholders over bridge calls; in parallel, send incident communications as per defined timelines.
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- Serve as the point of contact for all incidents and ensure effective implementation of the Incident Management process.
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- Represent the first stage of escalation for incidents.
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- Manage developer-facing outages (CI/CD, DevStack, build pipelines, internal tooling) and coordinate with platform teams for quick resolution.
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- Provide rotational production incident response for external customer-impacting incidents, including 24/7 shift coverage when assigned, based on process demands.
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Problem Management, Documentation & Knowledge Management

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- Own the end-to-end RCA lifecycle — assign, track, review, and close post-incident RCAs within defined timelines.
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- Schedule and conduct RCA review meetings with engineering teams; ensure action items are validated and closed.
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- Prepare weekly problem management reports summarizing RCA status, recurring patterns, and improvement trends.
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- Conduct Post-Incident Management Reviews, manage Problem Management, track key metrics, and drive RCA assignment & documentation on identified action items.
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- Produce and maintain documents outlining incident protocols (e.g., handling cybersecurity threats, correcting server failures).
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- Monitor incidents to ensure Service Level Agreements are met and respected.
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- Ensure closure of all resolved and end-user confirmed incident records.
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- Conduct brown bag sessions on Incident Management Process and educate/train stakeholders.
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- Provide guidance to the Incident Process Coordinators.
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AI & Automation Initiatives

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- Leverage AI and automation to improve incident and problem management.
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- Propose and execute initiatives such as automated RCA summaries, intelligent alert correlation, predictive detection, and AI-assisted reporting.
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- Identify automation opportunities to enhance incident and problem management workflows.
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Process Improvement

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- Execute continuous process improvement initiatives where process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable.
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- Drive continuous improvement — move from reactive to proactive monitoring, and measure impacts averted (P-1 Avoids).
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Stakeholder Communication & Reporting

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- Communicate with stakeholders and leadership teams for major issues with timely updates during the lifecycle of the incident.
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- Plan and coordinate all activities required to perform, monitor, and report on the process.
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- Translate findings into business reports and presentations.
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Requirements

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- Minimum of 1–2 years of overall experience in the IT industry, with at least 1 year as Incident Manager or Senior Incident Engineer.
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- ITIL Foundation certification (mandatory); Expert Level preferred.
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- Experience working with Enterprise Command Center or NOC teams.
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- Solid verbal and written communication skills.
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- Proficiency in data management tools.
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- Strong data/information literacy skills; ability to perform root cause analysis and problem solving.
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- Technical and analytical skills with the ability to translate findings into business reports and presentations.
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- High degree of self-motivation and a can-do demeanor.
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- Open to working shifts including 24/7 rotational coverage and on-call support as necessary.
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- Eager to adopt AI tools and identify automation opportunities to enhance incident and problem management workflows.
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📌 Incident Engineer (Bengaluru)
🏢 Razorpay
📍 Bengaluru