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Lead Consultant - Shift Support Analyst


With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of  Lead Consultant, Shift Analyst

We create products that demonstrate outstanding design for our clients and their customers. And this is your opportunity to be part of a team that is creating positive impact on the world by creating products that people love and making difference in people’s lives.

We are looking for a Production Shift Analyst for an exciting opportunity to work on an AI/Machine Learning enabled PV product hosted on the Cloud with cutting edge technologies. In this role, you will be responsible to work with the global client production support team to support Genpact’s PV product. You will be assigned following responsibilities

Responsibilities

 

  • Responsible for Production Support Operations working in a 24*7 shift based on your roster
  • Provide 2nd level support and triage incidents as they come in
  • Monitor application using monitoring and other tools as designed
  • Respond to alerts and escalations and stakeholder communication
  • Responsible for technical issues in the product with complete ownership to drive it to resolution coordinating with other engineering teams
  • Be an expert in troubleshooting - act quickly to analyze the available issue, replicate the issue and find the root cause. Propose a solution wherever feasible or work with engineering team members to drive the solution. Provide customer/users with continuous progress updates.
  • Prepare documents, Knowledge Base Articles etc. when needed
  • Suggest overall product and process improvements
  • Manage support tickets, and ensure SLAs are not breached
  • Adhere to change control process and ensure SOPs are followed
  • Provide reporting and audit support when required

Minimum Qualifications

  • Understanding of support operations and required process and tools for control and information security
  • Excellent troubleshooting experience
  • Experience with ticketing systems, e.g. Jira Service Desk, Zendesk, ServiceNow
  • Experience with application monitoring and logging tools like App Dynamics, Kibana
  • SQL knowledge with Oracle or Maria DB. Should be able to construct basic SQL queries.
  • Understanding how web applications work, knowledge of different tier servers and architecture of a web based application
  • Experience of working in operations and support
  • Experience in Global Customer facing roles
  • Excellent communication and customer support skills
  • Ability to handle customer support escalations
  • Ability to work with vendors and engineering teams
  • Expert in Incident and problem management
  • Experience of operations and support applications and support team management
  • Experience with meting SLAs within a global support team
  • Experience with production change control
  • Attention to detail with problem solving skills

Preferred qualifications

  • Medical/Pharma industry experience
  • Experience of Cloud/ Amazon Web Services (AWS)
  • ITIL Certified
  • Service Operations
  • Helpdesk
  • Incident

 

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.comFollow us on Twitter, Facebook, LinkedIn, and YouTube

Job: Lead Consultant

Job ID: LIF005996

Primary Location: India - Noida

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Sep 22, 2021

Master Skills List: Digital

Job Category: Full Time