Genpact | Sr. Engineer - Operations Support 4B

Responsibilities

• In this role, Business Analyst with production support experience bridges the gap between end-users and technical teams by diagnosing live system issues, analyzing root causes, managing incident tickets, and translating operational issues into functional requirements / User Stories for permanent software / Product fixes
• Business Analyst with Production Support.
• Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum Methodologies.
• Stakeholder Communication: Translate technical concepts for business teams and business goals for developers.
• Production Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing Systems.
• Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severity.
• Standard Resolution: Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
• Alert Monitoring: Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space).
• Cross-Team Collaboration: Work alongside Business Users, infrastructure, database administrators (DBAs), and L3 software developers on root cause analysis (RCA).
• Initial Escalation: Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
• Testing and Implementation: Support user acceptance testing (UAT) and verify final solutions match requirements.

Requirements

• Deep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lags.
• Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience.
• In-depth technical knowledge of systems, networks, and software.
• Understanding of .NET technology based applications.
• Advanced ticketing and incident management systems.
• Strong analytical thinking and attention to detail.
• Certified Information Systems Security Professional (CISSP).
• Proficiency in using Snow, Jira

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities