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    Senior Manager - Bangalore Urban, India - Razorpay

    Razorpay
    Razorpay Bangalore Urban, India

    16 hours ago

    Default job background
    Description

    Roles and Responsibilities:

    • Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetings
    • Tech acumen with a product automation mindset to drive continuous automation to reduce the incidents across the platform
    • We believe in Impact creation at scale, so it is imperative for a leader
    • Ability to attract and hire top-notch Tech support talent for the organization.
    • Establish and implement training processes and strategies for all technical personnel
    • Analyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projects
    • Manage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career development
    • Assign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestones
    • Engage directly with enterprise customers at CXO level and Hold regular technical team meetings to determine progress and address any questions or challenges regarding projects
    • Determine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantly
    • Research and implement process efficiencies with help of automation which will improve productivity and scale
    • Strong acumen for technology- Has the technical capacity and capability to partner with tech leads and architects in problem solving.
    • Brings a strong perspective that drives change and motivates engineers to develop simple solutions to complex problems.
    • Mentor the professional development of each direct report through personal and performance management.
    • Give engineers the tools, confidence, and motivation to make decisions independently that lead to their recognition.
    • Effective at influencing a culture of engineering craftsmanship and excellence.
    • Initiate cross-functional (Product, Business, Operations) collaborations with development teams throughout Razorpay and gather feedback and requirements.
    • Seek diverse perspectives to drive bottom-up innovation and create buy-in from all technical stakeholders.
    • Ensure the team fully understands the goals and objectives of Razorpay as a company and how their work fits into 'the bigger picture.

    Desired Skills and Experience

    • Total of 12+ years' experience
    • Experience level of 8 + years of experience in very large-scale product-based tech support engineering and 4+ years' experience in people management.
    • Excellent communication skills & strong problem-solving skills with Data and Technical acumen.
    • Very good experience with tools like Salesforce, Slack, Freshdesk, Gsuite, Msoffice etc
    • Good coding skills in one of the languages PHP/Python/C++/Java
    • Very good understanding of Web Technologies.
    • Fin-tech experience or Payments product experience will be an added advantage
    • Understanding of six sigma or lean concepts
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