Senior Associate - Hyderabad, India - Genpact

    Genpact
    Genpact Hyderabad, India

    3 weeks ago

    Genpact background
    Full time
    Description

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

    Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

    Welcome to the relentless pursuit of better.

    Inviting applications for the role of Senior 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

    ·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, analyze 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

    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, analyze 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