Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Principal Consultant – Production Support
As Analyst IT Operations, you will be involved in 24*7 L2 Production Support in an onshore-offshore model and is assigned to receive, analyze and identify solutions for all types of priority production issues/tickets. You will be the Primary technical got-to resource, work in shifts on rotation basis, and may have to provide on-call support in 24*7 environment, and during non-business hours when needed. You should be able to handle the technical issues independently and must be able to exhibit being hands-on, pro-active, with flexible schedule and quick adapter to meet organizational needs.
Specific responsibilities of the beneficiary include (but not limited to), supporting the production support team and their work assignments, service levels, design & execute process improvements and undertake tasks as needed to allow the production support Manager to focus on the overall service improvements.
Resource will be the key in identifying remediation tasks and implement solutions to reduce number of production incidents, Interaction with business users for requirement clarification and resolution of incidents reported, responsible for root cause analysis for major incidents.
Resource will be the key in providing workaround solution of production batch issues, assign tickets to team members, track fixing of issues and verification of the break-fixes, performing root cause analysis of issues and arriving at a permanent fix to avoid recurrence of the issues, process improvement to improve system stability and performance.
Ensure compliance with corporate standards, policies and regulations (SOX, PHI, and PII etc). This role will collaborate with teams spanning multiple business units
Offshore: All are on rotational basis: M-F rotation among two shifts 9 hours each between (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST: Work from office India).
Sat-Sun & US Eastern Holiday : rotation among 3 shifts (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST or 9:15 PM IST-6:30 AM IST): Work from office India
Preferred qualifications /skills
Computer competency and literacy in Microsoft Windows applications especially with Excel, Word, PowerPoint, Outlook is a must.
Strong interpersonal and communication skills, including the ability to interact at all levels of the organization in person and over email is a plus.(Senior Leadership, Business Leadership, Technical resources, 3rd party vendors)
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 respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com Follow us on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
