Principal Consultant - Application Support L3!

Genpact

5 - 10 years

Hyderabad

Posted: 17/12/2024

Job Description

Responsibilities

Take ownership of customer issues reported and see problems through to resolution.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Provide prompt and accurate feedback to customers.
Ensure proper recording and closure of all issues.
Prepare accurate and timely reports.
Post patching issue this gets more people to apply fo job role resolution. Provide and document RCA & corrective actions on repetitive issues for permanent fix, Provide Guidance and Support to other IT Team Knowledge Management Process; Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain update user self-help documentation and quick reference guides for frequently asked questions about the application.
Enable the users to handle activities by their own.

Preferred Qualifications

in IT (B.Tech, B.Sc. IT, B.C.A., M.C.A.)
Salesforce knowledge is MUST. Must be able to SUPPORT Application built on Salesforce Platform and integrated with various systems viz SAP, Webservice, API Integration, middleware.

Preferred Qualifications/ Skills
Managing Salesforce Schedular Jobs, Apex Jobs, SOQL, Process Builder, Custom Object, Reports, Data Loader, Permissions & profile, Audit, Debug application
Must know Support process, Issue Management, Ticket Management
Good Understanding of Salesforce platform (Admin and Code level understanding, Salesforce Email/API Limits)
Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports and resolving impediments. The person should have a technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of overall status.
Ability to drive compliance & process adherence.

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.