Lead Consultant

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 Lead Consultant - Network and voice

In this role, you will be responsible for supporting the Voice operations 24X7 for internal IT. You will be working actively on the operational issues along with internal / external stakeholders to recover the systems failure (proactive/reactive).
You will work Incident Management, Problem Management for each incidents/ticket and need to ensure the high uptime to the business. 
Your role will Network & Voice L2+ and need to work on various current/upcoming technologies (explained below) to support business needs.


Responsibilities
• Playing key role for network related incidents and providing key inputs for Problem Management
• Front-end face for Network Team while participating in internal P1/P2 Incident resolution bridge call
• Participate in Bridge calls with clients for joint troubleshooting of voice issues
• Work with different Vendors and service Provider for faster and accurate resolution
• Identifying open risk in the production infra and provide input for mitigation
• Documenting all Changes done in production environment through Change Management process
• Hands-on on Avaya Session manager
• Voice Design and hands on Implementation knowledge
• Expert in Avaya CM /Session manager/SBC/ Call flow design and troubleshooting 
• Understanding of Call recording solutions on VoIP / TDM
• Understanding of Dialer understanding and Design
• QoS for voice traffic engineering over data networks
• Co-ordination with Vendor for (equipment and telecom) for implementation.
• Bandwidth assessment for voice traffic.
• Capacity / Life cycle managements / Vendor Managements & Escalation/IT cost Optimization 
• Experience in working with contact center /telecom service provider /vendors who provide technologies (Avaya / Cisco /ASPECT) 
• Hard / Smart working with good balance of minds on logical thinks
• Telecom Service Provider understandings
• Strong working experience on network monitoring tools like, solarwinds
• Strong oral and written communication skills
• Strong interpersonal skills & urge to drive continuous improvements.
• Ability to independently research and solve technical issues.
• Demonstrated integrity in a professional environment.
• Ability to work independently and prepare Dashboards and Reports
• Should have a proactive work approach and ability to think outside the box.
• Understand and follow the incident response process through event escalations.
• Adhere to local policies and laws to ensure data movement is appropriate & report any access control violations.
• Respond to escalations by the Incident Response Team
• Ensure all monitored devices are compliant to security policies and resolve issues with anomalous behavior of such devices.
• Co-ordinate with IT functions group for remediation of identified vulnerabilities and adhere to and follow all change management policies as required by the organization.
• Appropriately work with incident response teams and other support teams to ensure remediation of issues.
• Participate in meetings to understand and recommend the best technical, most cost-effective solutions.
• Update knowledgebase and documentation to stay relevant with latest versions, configuration changes and development initiatives.
• Perform incident triage, documentation, and escalation of appropriate incidents to cybersecurity incident handlers. 
• Investigate and provide technical analysis of various security incidents and possible compromise of systems.
• Work the full ticket lifecycle; handle every step of the alert, from detection to remediation. 
• Staying up to date with current security vulnerabilities, attacks, and countermeasures. 
• Interface with customer onsite team to mitigate security incidents. 
• Assist with the preparation of Business required / requested reports. 

Qualifications we seek in you
Minimum Qualifications
• Bachelor’s degree in IS, Computer Science, MIS Management, or related field, or equivalent combination of education and experience required.
• L2 experience in Network & Voice Support.

Preferred Qualifications/ Skills
• Good ITIL knowledge 
• Excellent Communication and interpersonal Skills 
• Excellent business process and change management skills with ability to develop strategy, evaluate efficacy, influence stakeholders, drive implementation and measure success. 
• Strong quantitative, analytical, problem-solving skills, including the ability to accumulate, organize, and assimilate large amounts of information.
• Ability to meet strict deadlines while managing multiple tasks with competing priorities.

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