Incident Engineer - IT Incident Management Specialist

Incident Engineer

Razorpay is one of India’s leading full-stack financial technology companies, powering the way businesses move, manage, and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision — to simplify payments for Indian businesses — we’ve since grown into a fintech powerhouse driving India’s digital payment revolution.

Razorpay powers millions of businesses with a smarter, scalable stack that goes beyond transactions to help them truly build and grow.

From seamless checkouts to payroll automation, across India, Singapore, and Malaysia, we’ve been engineering a fintech ecosystem that’s redefining how money moves across Asia — and we’re just getting started.

Today, that ecosystem supports everyone from early-stage startups to some of India’s largest enterprises, enabling them to accept, process, and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180+ billion in annualized transactions, powering leading businesses like Airbnb, Facebook, WhatsApp, Airtel, CRED, BookmyShow, Zomato, Swiggy, Lenskart, Mirae Asset Capital markets, Indian Oil, National Pension Scheme — and over 100 of India’s unicorns. With strong roots in India and growing operations in Southeast Asia, we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC, Peak XV Partners (formerly Sequoia Capital India & SEA), Tiger Global, Ribbit Capital, Matrix Partners, MasterCard, and Salesforce Ventures, having raised over $740 million to date. Strategic acquisitions — including Ezetap (POS and offline payments), Curlec (Malaysia expansion), BillMe (digital invoicing), and POP (rewards-first UPI) — along with earlier moves in fraud prevention, payroll, and lending, have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay, ownership is our oxygen — you own what you build, with no micromanagement or red tape, just the runway to make your ideas fly. Learning is a lifestyle — if you’re curious, you’ll feel at home here. People > Pedigree — we hire for attitude, hustle, and hunger more than degrees. Transparency thrives over titles — this is where interns question CXOs and CXOs say “thank you.” Guided by our values of Customer First, Autonomy & Ownership, Agility with Integrity, Transparency, Challenging the status quo and a strong belief that Razorpay grows with Razors,  you’ll be part of a 3000+ strong team building not just products, but the financial infrastructure of the future.

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:

• 3–5 years overall IT experience, with at least 3 years as an 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)