Process Associate – Infra

1 month 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 Process Associate – Infra / DB / Oracle Sysadmin / Security Engineer 

Responsibilities:
• Responsible for the technology solutions and IT infrastructure delivery for the assigned Projects / assignment
• Make sure that the tickets raised per shift are closed in the required time limits and if not escalated as per the escalation matrix defined.
• Raise and update the tickets in Tool for all the issues handled / worked upon
• Report the daily issues handled / raised in the form of daily shift reports.
• Need to be sure that issues are handled in the right time frame as per the SLA commitments.
• Interaction with Service Providers, raising tickets and timely follow up
• Front-end face for Genpact Network Team while participating in Incident resolution bridge call.
• Follow an accurate escalation chart and matrix given.
• Timely update/Quality update of tickets in the ticketing tool.
• Help project team in commissioning of new customer and change request.
• Understanding of Network protocols LAN, WAN, Routing, Switching, Firewall devices
• Exposure to trouble ticketing processes and handover processes
• Adhere to shift timings and shift handover process.
• Should be good at detailing the nature of the problem.
• Participate in Bridge calls with clients for joint troubleshooting of network issues.
• Work with different Vendors and service Provider for faster and accurate resolution
Qualifications we seek in you
Minimum Qualifications / Skills

• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
• Candidate should be proficient in oral and written English.
• Positive demeanor toward learning and accepting new challenges.
• The candidate should have theoretical understating of DevOps environment and should hold good understanding of Python, Ansible
• Positive demeanor and open to work on multi-platform.

Preferred Qualifications/ Skills

Very good written and presentation / verbal communication skills with experience of customer interfacing role. 
In-depth requirement understanding skills with good analytical and problem-solving ability, interpersonal efficiency, and positive attitude



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