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Senior IT Operations Specialist
2 weeks ago
At Genpact, we are seeking an experienced Senior IT Operations Specialist to join our team.
The successful candidate will be responsible for monitoring and addressing alerts, changes, and maintenance in our IT environment. To achieve this, they must have a strong understanding of ITIL principles and CAB process knowledge, as well as experience with network device configuration.
This role involves handling P1 and P2 bridges and ensuring quick resolution of business-impacting issues. The ideal candidate will be able to work collaboratively with Major Incident Management teams to resolve these issues.
We require the successful candidate to ensure SLA compliance and proper logging in ITSM tools. They will also be responsible for managing tickets through their lifecycle, from creation to resolution, and raising tickets with carriers to coordinate issue resolution.
In addition, the successful candidate will identify opportunities to automate repetitive tasks and participate in 24x7x365 rotational support for production systems.
We seek candidates with experience in ServiceNow and incident management processes, as well as knowledge of change implementation and its impact on alerts. Proficiency in tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell is also essential.
Candidates must have excellent communication and collaboration skills, as well as a strong understanding of ITIL standards and ticket prioritization. Analytical skills are also crucial, as the successful candidate will need to analyze issues and determine appropriate actions to guide clients or associates toward a timely resolution.
