Lead Consultant - Service Management – Application Production Support
Genpact
5 - 10 years
Noida
Posted: 17/12/2024
Job Description
Responsibilities
Act as L1 resource as Primary SPOC for production Incidents.
Shift handover with proper documentation.
Execute and manage day-to-day operations via ticketing tools with defined processes.
Establish and maintain SOPs and create missing support documentation.
Report Incident status on a regular basis in a format approved by support Technical Leader.
Co-ordinate with teams and onboard respective stakeholders in Incident War room call for analysis and fix.
Escalate highly complex issues to Operation Lead, SMEs or Application lead for immediate analysis and resolution.
Understand production incidents and provide solution based on knowledge Management documentation for the same issues.
Monitor application based on system alert and Alram for proactive actions.
Covers system planned outages, job failures and end user support.
Strong support experience on AWS, Python based applications.
Proactively monitor the Performance & Availability of the application (production environment) at regular intervals and report any malfunctions to application owners immediately.
Ensure all Incident are being recoded in ITSM tool for tracking and SLA adherence.
Support Production deployment and post deployment verification.
Good understanding Service management sub functions such as Incident, Problem and Change processes as per ITIL standards.
Basic understanding of cloud technologies, preferred AWS.
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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