Senior IT Operations Specialist
2 weeks ago
At Genpact, we are seeking a skilled Senior IT Operations Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring the smooth operation of our production environment.
Key Responsibilities
- Incident Management: Act as the primary point of contact for production incidents, ensuring prompt resolution and minimal impact on business operations.
- Process Execution: Execute and manage day-to-day operations via ticketing tools, adhering to defined processes and procedures.
- Documentation and Reporting: Establish and maintain Standard Operating Procedures (SOPs) and create missing support documentation, ensuring accurate and timely reporting of incident status.
- Collaboration and Escalation: Coordinate with teams and stakeholders, escalating complex issues to Operation Lead, SMEs, or Application Lead for immediate analysis and resolution.
- Proactive Monitoring: Proactively monitor application performance and availability, identifying potential issues before they impact business operations.
- SLA Adherence: Ensure all incidents are recorded in the IT Service Management (ITSM) tool for tracking and SLA adherence.
- Deployment and Verification: Support production deployment and post-deployment verification, ensuring seamless integration with existing systems.
- Service Management Knowledge: Demonstrate a good understanding of Service Management sub-functions, such as Incident, Problem, and Change processes, as per ITIL standards.
- Cloud Technologies: Possess a basic understanding of cloud technologies, preferably AWS.
Requirements
- Education: B.Tech, B.E, or MCA degree
- Communication Skills: Excellent written and verbal communication skills
- Problem-Solving Aptitude: Strong problem-solving aptitude, with the ability to analyze complex issues and develop effective solutions
- Technical Skills: Well-versed in OS, including Unix, Windows, and database concepts, with experience in integrating software components and third-party programs
- Cloud Experience: Familiarity with cloud technologies, preferably AWS
- Service Management Knowledge: Understanding of IT service management processes, with experience in incident, problem, and change management
About Genpact
Genpact 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.
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