Principal Consultant - MoogSoft SME
Genpact
5 - 10 years
Gurugram
Posted: 29/11/2024
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Job Description
Responsibilities
Provide expert-level support for Moogsoft products, handling complex issues escalated from L2 support and ensuring timely and effective resolution.
Lead the troubleshooting and resolution of critical incidents, coordinating with various teams to ensure swift problem resolution and minimal impact on customers.
Maintain a deep understanding of Moogsoft products and related technologies, staying updated on new features, updates, and best practices.
Engage directly with customers to understand their issues, provide technical guidance, and ensure a high level of customer satisfaction.
Work closely with development, QA, and product management teams to address product defects, contribute to product enhancements, and ensure alignment on customer needs and expectations.
Develop and maintain comprehensive documentation, including knowledge base articles, technical guides, and best practices to aid customers and support teams.
Provide training and mentoring to L1 and L2 support teams, enhancing their technical skills and knowledge of Moogsoft products.
Identify opportunities to improve support processes, tools, and methodologies, contributing to the overall efficiency and effectiveness of the support organization.
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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