Process Associate - TSG- DevOps
Genpact
0 - 3 years
Hyderabad
Posted: 05/03/2025
Job Description
Responsibilities
:Technical Support: Provide top-notch technical support to vendor partners, resolving technical issues promptly.
Governance: Develop and maintain robust governance frameworks to ensure stable and efficient operations.
Cross-Functional Collaboration: Work closely with cross-functional teams using the RACI framework to ensure clear roles and responsibilities and effective collaboration.
On-Call Support: Participate in on-call rotations to provide timely support and resolution for any urgent issues.
Escalation Management: Manage Escalation channels, drive resolution for escalated tasks and RCAs, and investigate critical tasks.
High-Priority Task Analysis: Analyse high-priority task backlog and drive conversations with relevant teams to improve support.
Automation and Self-Service: Leverage Backlog Automation and support self-service / other future automations.
Process Documentation: Create and Maintain Task Management Process documentation and drive training workshops for each Vendor Partner.
Data Analysis and Reporting: Analyse data to draw out actionable insights through interactive Tableau Dashboard reporting and Visualizations.
Partner Alignment and Communication: Facilitate Bi-weekly Vendor connects to ensure their alignment on latest process changes.
Integration and Onboarding: Support with integration of new vendors who onboarded and align into systems.
Incident Management: Facilitate effective incident management processes across designated teams by engaging with key stakeholders and collaborating with teams to conduct Impact Assessments.
Minimum Qualifications:
Bachelor's or Equivalent degree in Computer Science or related field.
Strong analytical and problem-solving skills.
Ability to work effectively in a fast-paced environment.
Strong communication and interpersonal skills.
Ability to work effectively in a cross-functional team environment.
Willingness to participate in on-call rotations.
Preferred Qualifications:
Proven experience in technical support or a related field.
Experience with data visualization tools such as Tableau, and ability to create interactive and informative reports to communicate complex data insights to stakeholders.
Strong understanding of governance frameworks and reliability programs.
Strong analytical skills, with the ability to collect, analyze, and interpret large datasets to identify trends, patterns, and areas for improvement.
Proficiency in SQL and querying languages, with the ability to write complex queries to extract data from various sources.
Certification in reporting or related fields (e.g. Certified Data Analyst, Certified Business Intelligence Analyst) is a plus.
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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