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Consultant – Production Support
3 weeks ago
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 Consultant – Production Support
In this role, you will be responsible for providing L1 support for critical Business Applications in an Incident Manager role.
Responsibilities
·Incident and Service Request Triaging.
·SOP based troubleshooting of basic Level 1 issues and requests.
·Engaging Level 2 and above for all other incidents and requests.
·Lead Incident Bridge calls.
·Send communication through Mailchimp for P1/P2 incidents.
·Capturing critical timelines of incidents.
·Updating relevant customer provided tools for each incident.
·Contribute to Noise reduction initiatives.
·Escalate production issues to appropriate team for root cause analysis and resolution as required.
Qualifications we seek in you
Minimum Qualifications / Skills
• B.Tech/ BE/ MCA
Preferred Qualifications
·Experience in Application Production Support in an Incident Manager Role.
·Application production support experience along the ITIL framework.
·Experience with Service Now, Catchpoint, Mailchimp, JIRA.
·Strong written and verbal communication skills.
·Flexible to provide on-call support when required.
·Flexible to work in shifts including night shift.
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