Technical Associate – EOC

2 days ago

Hyderabad, Telangana, India Genpact Full time

Technical Associate – EOC

Location: Hyderabad

Experience: 1-3 years

Immediate joiners only

Excellent written and verbal communication skills

In this role, An EOC Consultant oversees monitoring, alert resolution, changes, and maintenance activities, applying ITIL principles, CAB processes, and network configuration expertise. They manage P1/P2 bridges to swiftly resolve issues impacting business operations.

Responsibilities

  • Monitor and address alerts, changes, and maintenance.
  • Handle tech and non-tech bridges, including P1 and P2 issues.
  • Collaborate with Major Incident Management for business-impacting issues.
  • Ensure SLA compliance and proper logging into ITSM tools.
  • Manage tickets throughout their lifecycle, from creation to resolution.
  • Raise tickets with carriers and coordinate issue resolution.
  • Identify opportunities to automate repetitive tasks.
  • Need to Participate in 24x7x365 rotational support for production systems.

Qualifications we seek in you

· BE/B Tech

· Excellent written and verbal communication skills

Preferred Qualifications/ Skills

  • Experience handling tech and non-tech bridges, including P1 and P2 issues.
  • Experience in a team-oriented, collaborative environment.
  • Strong analytical skills to guide timely issue resolution.
  • Experience with ServiceNow and incident management processes.
  • Knowledge of change implementation and its impact on alerts.
  • Proficient with tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell.
  • Ability to collaborate and communicate with cross-functional teams and ISPs.
  • Understanding of ITIL standards and ticket prioritization
  • Analyze issues and determine appropriate actions to guide clients or associates toward a timely resolution.

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