About Genpact 

Genpact Recruitment

Job Role: Lead Consultant – Service Management

Qualification: Bachelors / Masters Degree

Experience: Fresher

Batch: 2024 / 2023 / 2022 / 2021

Salary: up to ₹9.2 LPA

Job Location: Noida

Last Date: ASAP

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Inviting applications for the role of Lead Consultant – Service Management – Application Production Support

Primary Skills: Exp. in IT Operations and Production Application support

Responsibilities

•    Act as L1 resource as Primary SPOC for production Incidents.
•    Shift handover with proper documentation.
•    Execute and manage day-to-day operations via ticketing tools with defined processes.
•    Establish and maintain SOPs and create missing support documentation.
•    Report Incident status on a regular basis in a format approved by support Technical Leader.
•    Co-ordinate with teams and onboard respective stakeholders in Incident War room call for analysis and fix.
•    Escalate highly complex issues to Operation Lead, SMEs or Application lead for immediate analysis and resolution.
•    Understand production incidents and provide solution based on knowledge Management documentation for the same issues.
•    Monitor application based on system alert and Alram for proactive actions.
•    Covers system planned outages, job failures and end user support.
•    Strong support experience on AWS, Python based applications.
•    Proactively monitor the Performance & Availability of the application (production environment) at regular intervals and report any malfunctions to application owners immediately.
•    Ensure all Incident are being recoded in ITSM tool for tracking and SLA adherence.
•    Support Production deployment and post deployment verification.
•    Good understanding Service management sub functions such as Incident, Problem and Change processes as per ITIL standards.
•    Basic understanding of cloud technologies, preferred AWS.

Qualifications we seek in you!

Minimum Qualifications / Skills

•    B.Tech/B.E/ MCA
•    Excellent written and verbal communication skills

Preferred Qualifications/ Skills

•    Understanding of IT service management processes.
•    Excellent communication skills
•    Problem-solving aptitude
•    Well versed in OS including Unix, Windows and database concepts.
•    Integrate software components and third-party programs.
•    Being aware of the limits of technology and when it is justified to move from a low-code approach to a tailor-made development approach, integrating the advantages of both approaches.