NOC & IM Engineer(L2) – Technical Associate

Genpact (NYSE : G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of NOC & IM Engineer(L2) – Technical Associate

In this role, Individual will be responsible to monitor and manage the detection, correction, and prevention of incidents, maintain SLAs, and ensure that critical issues are resolved promptly in order to reduce production downtime.

Responsibilities

• Responsible for Monitoring of Production site and services across the Enterprise. Detect issues and execute Runbooks or Escalate to the appropriate Service Owners for Investigation.
• Responsible for managing Service now tickets.
• Facilitate in the resolution of Major incidents across the Enterprise to bring services back to normal state and mitigate impact.
• Ensure incident communication to stakeholders is consistent, clear, concise, and made in a timely manner.
• Perform Postmortem for all Major Incidents to find the root cause once incidents are resolved to permanently fix the problem and support continuous improvement.
• Ensure standardized methods, processes and procedures are used for all changes.
• Facilitate efficient and prompt handling of all changes.
• Perform Change Governance and run CAB Meetings.
• Oversee processes & tools for Incident, Problem and Change Management.
• Define, generate and publish KPI / metrics for transparency into incidents and teams affected, problems and root causes, change requests to production environment.
• Hands on experience on Incident, Problem and Change Management.

Qualifications we seek in you!

Minimum Qualifications / Skills

Preferred Tool Skills