Product Technical Support Lead

1 month ago


Vizag, Andhra Pradesh, India Genpact Full time

Company Overview:

", Genpact is a global professional services and solutions firm dedicated to delivering exceptional outcomes. With a presence in over 30 countries, our team of experts serves leading enterprises, including Fortune Global 500 companies.",

About the Role:

", We invite applications for the position of Assistant Vice President, Product Technical Support Lead. In this role, you will be responsible for setting up and leading Level 1 and Level 2 support for a set of Products, encompassing Know How support (Level 1) and application troubleshooting (Level 2). The ideal candidate will have experience in product development and support, as well as excellent troubleshooting skills.",

Key Responsibilities:

",
  • ",
  • Design and lead a team with the right skills to support the Product suite",
  • Implement solutions such as AI Ops, Log Monitoring, and Automation toolsets in the production environment",
  • Coordinate with domain SMEs to embed the necessary domain skills",
  • Act as a single point of contact/escalation for the Product Support track and interface with clients on escalations/critical incidents",
  • Train team members and mentor junior developers with delegated tasks and troubleshooting",
  • Analyze and lead Post Incident Reviews",
  • Communicate effectively with multiple stakeholders and act as a bridge between teams",
  • Report SLAs/KPIs metrics data as per the cadence and conduct reviews with end clients",
",

Qualifications and Skills:

",
  • ",
  • Bachelor's degree in business information systems (IS), computer science, or related field, or equivalent-related IT experience",
  • Relevant years of product development and support experience using ITSM processes",
  • Excellent communication skills and ability to understand product support dashboards using APM tooling and Logging platforms",
  • Preferred qualifications: experience with Java and .net code on backend and Angular/React on frontend, REST-full services for web applications, SQL/NoSQL solutions, AWS/Azure/GCP, scripting tools, build tools, monitoring software, debugging tools, and AIOps/GenAI/ML technologies",
",

Benefits:

", As an equal opportunity employer, Genpact offers a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. We provide a competitive salary range of $120,000-$180,000 annually, commensurate with experience, based on a 40-hour workweek and assuming a starting annual salary in the lower half of the range.

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