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    Process Associate - Hyderabad, India - Genpact

    Genpact
    Genpact Hyderabad, India

    1 week ago

    Genpact background
    Description

    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-TOC Engineer

    In this role, you will be responsible for supporting the 24X7 IT infrastructure operations for internal IT. You will be working actively on the operational issues along with internal / external stakeholders to recover the systems failure (proactive/reactive).
    Responsibilities


    • Monitor all infrastructure elements (network, cloud, proxy, server, virtualization, end points, voice, Wi-Fi, videoconferencing etc.), raise tickets in the ticketing tool, diagnose the incidents as per SOP and timely update the tickets

    • Ensure tickets raised per shift are handled in right time frame as per the SLA commitment and if escalated, as per the defined escalation matrix

    • Effectively handover shift status information to the next shift assuming responsibility

    • Interface with ISPs/vendors for raising tickets and timely follow up till closure with faster/accurate resolution to maintain system/link availability

    • Front-end face for Genpact Infrastructure Team while participating in Incident resolution bridge call

    • Participate in Bridge calls with clients for joint troubleshooting of all infrastructure issues

    • Follow the defined escalation chart and matrix

    • Assist project team in commissioning of new customer and change requests

    • Adhere to shift timings and shift handover process

    • Assist the Duty Managers to implement/follow up for day to day operational tasks

    Qualifications we seek in you
    Minimum Qualifications

    • Fluency in English with good interpersonal skills and ability to communicate effectively.

    • Demonstrate positive attitude, take initiative towards learning and accepting new challenges.

    • Willing to work in 24*7 environment in all technology domains.

    • Ability to understand, analyse and resolve problems quickly with focus towards customer centricity.

    • Self-motivated and firm believer in team spirit.

    • Can face challenging circumstances with confidence and able to deliver better in stressful environment.

    • Excellent time management and ability to handle multiple concurrent tasks with minimal supervision.

    • Basic understanding of Network protocols and devices (LAN, WAN, Routing, Switching, Firewall)

    • Basic understanding of Cloud computing, Windows/Linux Server Technology, Storage, Virtualization and Hardware

    Preferred Qualifications/ Skills

    • Graduate in engineering/IT

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