Lead Consultant, AppSupport
Genpact
5 - 10 years
Hyderabad
Posted: 3/5/2025
Job Description
Responsibilities
Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs
Responsible for troubleshooting customer queries using SQL and tools like Postman.
Should have some experience troubleshooting issues for distributed applications using containerized applications/message queues/distributed logging etc
Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers.
Effectively document investigative steps and analysis to escalate technical issues to the Product and Engineering team (Tier 3).
Timely escalation of issues through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs.
Prioritize and manage multiple open tickets at one time.
Provide input towards general process improvement.
Investigate any identified issues with the implementation and then proactively drive resolution.
Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
Able to work in 24*7 shift model (including night shifts, weekend support).
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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