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Lead Technical Consultant

Lead Technical Consultant

ConfidentialBengaluru / Bangalore
3 days ago
Job description

The Role :

  • As a Lead, you will be responsible for developing, implementing, and maintaining policies and procedures on application support services.
  • Manage a team to ensure that all support or service requests are dealt with according to the agreed procedures.
  • Communicate and negotiate 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.
  • Address technical queries on APIs, plugins, and the complete Razorpay product suite.
  • Follow the escalation matrix and engage relevant stakeholders; communicate technical issues to merchants and internal departments.
  • Analyze incident trends using past incident data and define action items to reduce service volume and increase application availability.
  • Apply appropriate negotiation styles when managing internal and external stakeholders.
  • Ensure team OKRs remain in the green by tracking progress daily.
  • Communicate application support policies, procedures, and SLAs to stakeholders and ensure compliance across the enterprise.
  • Act as an advocate for technical expertise and knowledge on Razorpay products, their implementation, and usage.
  • Enhance merchant experience by resolving technical issues directly without redirecting them to developers.
  • Ensure Customer Satisfaction remains green and meets organizational targets.

    • Mandatory Qualifications :

  • 4–6 years of experience as an Application Support Lead / Manager.
  • Experience working in the payments industry is a plus.
  • Strong knowledge of Microsoft Excel, PowerPoint, and Data Management Systems is essential.
  • High degree of self-motivation and a can-do attitude.
  • Strong data / information literacy skills, with the ability to gain valuable insights and perform root cause analysis and problem-solving.
  • Possess strong technical, analytical, and presentation skills, with the ability to translate findings into business reports and presentations.

    • Skills Required

    Java, Csa, C++, Six Sigma, FIN, Python

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