Senior Manager - Tech Support Engineering

Roles and Responsibilities:Strong communication skills to engage deeply to drive required narrative with internal stakeholders and lead enterprise merchant calls and meetingsTech 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 personnelAnalyze, plan and develop requirements and standards in reference to ticket management, Csat, Net promoter score & improvement projectsManage a team of 30+ strong engineers and drive high performance culture and continuously help them with good career developmentAssign and oversee the daily tasks of technical personnel while ensuring all team members are actively working toward established milestonesEngage directly with enterprise customers at CXO level and Hold regular technical team meetings to determine progress and address any questions or challenges regarding projectsDetermine and define clear deliverables, roles and responsibilities for staff members and inspire them to innovate constantlyResearch and implement process efficiencies with help of automation which will improve productivity and scaleStrong 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 ExperienceTotal of 12+ years' experienceExperience 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 etcGood coding skills in one of the languages PHP/Python/C++/JavaVery good understanding of Web Technologies.Fin-tech experience or Payments product experience will be an added advantageUnderstanding of six sigma or lean concepts PRB