Product Technical Support Lead
4 days ago
We are seeking a highly skilled Product Technical Support Lead to join our global operations team at Genpact. This role will involve setting up and leading Level 1 and Level 2 support for a set of Products, including Know How support (Level 1) and application troubleshooting (Level 2). The ideal candidate will have experience in product development and support using ITSM processes.
The successful candidate will be responsible for designing the team with the right skills to support the Product suite, leading efforts to implement solutions such as AI Ops, Log Monitoring and Automation toolset in the production environment, and coordinating with various domain SMEs to embed the right domain skills as needed.
Key responsibilities will include being a single point of contact/escalation for the Product Support track, interfacing with clients on escalations/critical incidents, training team members and mentoring junior developers with delegated tasks and troubleshooting, conducting analysis and leading Post Incident Review, and communicating with multiple stakeholders and acting as a bridge between multiple teams.
The salary for this role is estimated to be around $120,000 per year, based on industry standards and the required qualifications and experience.
In terms of qualifications, we seek candidates with a 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 troubleshooting skills, ability to understand the product support dashboards using APM tooling and Logging platforms, and excellent communication skills.
Preferred qualifications include experience with Java and .net code on backend and Angular/React on front end, experience writing REST-full services for web applications, experience maintaining highly scalable/reliable/available web applications, experience with both Sql/NoSql solutions, experience working with AWS/Azure/GCP, experience with common scripting tools like Perl, Python, Ruby, Go, bash, etc., experience with build tools like Jenkins and CI/CD, experience bundling/packaging with Webpack or Grunt, excellent debugging and troubleshooting skills using dev tools like postman, splunk etc, experience with monitoring softwares for applications like Dynatrace/signalfx or any other relevant tools, and ability to learn new frameworks.
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