Principal Consultant - Product Support Engineer - Processors

Take ownership of Tier 3/4 escalationscomplex, high-priority incidents unresolved by L1 and L2 teams.

Perform deep-dive diagnostics using log analysis, database queries, backend trace captures, and code-level reviews (in collaboration with engineering).

Work on critical production issues, performing hotfix deployments, rollback planning, or system restarts with minimal downtime.

Manage product launches, ensure communication of Key issues identified , LRK and Product issues to contact centres on high priority

Lead Root Cause Analysis (RCA) efforts and generate detailed post-mortems for major incidents.

Build and maintain internal KBs, troubleshooting SOPs, and Customer recovery SOPs.

Recommend and implement automation or self-healing scripts for recurring technical issues.

Work on critical production issues, performing deployments, rollback planning on updates , or system restarts with minimal downtime.

Working with L4 to drive product improvements and customer service skills

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.