Assistant Vice President, Product Technical Support Lead

4 weeks ago

Hyderabad, India Genpact Full time

Genpact (NYSE: G) 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.

Inviting applications for the role of Assistant Vice President, Product Technical Support Lead
In this Role, you’ll be responsible for setting up and leading Level 1 and Level 2 support for a set of Products which includes Know How support (Level 1) and application troubleshooting (Level 2). Preferred to have candidates with product development experience and support in the past. You’re also required to lead a set of team members with varied skillset to support the entire list of products in scope.

Responsibilities
• Design the team with right skills to support the Product suite
• Lead the efforts to implement solutions such as AI Ops, Log Monitoring and Automation toolset in the production environment
• Coordinate and collaborate with various domain SMEs to embed right domain skills as needed.
• Be a single point of contact/ escalation for the Product Support track and interface with clients on escalations/ critical incidents
• Train team members and mentoring junior developers with delegated tasks and troubleshooting
• Conduct analysis and lead the Post Incident Review
• Should be able to communicate with multiple stakeholders and act as a bridge between multiple teams.
• SLAs/ KPIs metrics data reporting as per the cadence and conduct reviews with end clients

Qualifications we seek in you
Minimum Qualifications/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 troubleshooting skills
• Ability to understand the product support dashboards using APM tooling and Logging platforms is a must
• Excellent communication skills
Preferred Qualifications/ Skills
· Experience with Java and .net code on backend and Angular/React on front end.
· Experience writing REST-full services for web applications. 
· Experience in 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.
· Ability to learn new frameworks. 
· Good to have experience with AIOps/GenAI/ML technologies

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