Technical Associate– Technical Operations Analyst - Hyderabad / Secunderabad, Telangana - Genpact

Description

Ready to build the future with AI
At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Technical Associate- Technical Operations Analyst
Technical Operations Center (TOC) is a control center for monitoring critical production systems. As a TOC Administrator, you are responsible for monitoring systems and coordinating incident responses to resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring of Company ABC infrastructure and will investigate, verify, report, communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the Company ABC user community and leadership about outages, upgrades, IT challenges, etc. Candidates will also work with the technical teams to write up outage summaries and Root Cause Analysis (RCA) reports for senior management to understand the business impact and corrections to prevent future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies, with the opportunity to grow into more advanced roles.

Responsibilities
Customer Service
.Act as single point of contact and liaison between business and IT as well as between multiple IT groups.
.Take ownership of problematic issues and manage until complete and/or engage the appropriate support groups to ensure issues are completed in a timely manner.
.Maintain a general understanding of the business and functions being supported to provide relevant solutions.
.Maintain awareness of service level agreement targets to help meet or exceed requirements.

Diagnose, Research & Resolve Support Requests
.Respond to support requests made via telephone, e-mail, and ticketing portal to resolve technical issues.
.Route tickets to the appropriate support group and alert team members to action items as needed.
.Perform basic troubleshooting and document steps taken within ticket.

Monitoring
.Monitor system performance for all mission critical applications to identify trends and gather data.
.Identify recurring and potential problems to escalate situations to senior team members.
.Respond to alerts and notifications, open severity tickets, and open/manage bridge lines during outages.
.Send incident reports to business and IT with updates of all system degradation and outages.
.Perform smoke tests to ensure all systems are operational.
.Escalate to senior management immediately if checkpoint fails or rollback is required.
Qualifications we seek in you
Minimum Qualifications
.Excellent written and oral communication skills. Always maintains professional and respectful tone with all customers, both internal and external.
.Understands the importance of taking ownership of an issue and being accountable for escalating, following up, and sending out updates in a timely fashion.
.Self-motivated individual who is determined to further his/her career by utilizing down time for studying and improving knowledge and understanding of monitoring tools.
Preferred Qualifications/ Skills
.System Administration
.Splunk
.SQL / JQL
.Report writing
.Logging & Monitoring Systems
.Application Performance Monitoring
.Knowledge of ITIL
.Team Lead Experience

Why join Genpact
.Lead AI-first transformation - Build and scale AI solutions that redefine industries
.Make an impact - Drive change for global enterprises and solve business challenges that matter
.Accelerate your career-Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
.Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
.Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
.Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.