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
Process Associate - EOC
Genpact is hiring for the role of EOC Consultant involves monitoring and addressing alerts, changes, and maintenance, requiring ITIL principles, CAB process knowledge, and network device configuration. The candidate must handle P1, P2 Bridges and ensure quick resolution of business-impacting issues.
Responsibilities
Monitor and address alerts, changes, and maintenance.
Handle tech and non-tech bridges, including P1 and P2 issues.
Collaborate with Major Incident Management for business-impacting issues.
Ensure SLA compliance and proper logging in ITSM tools.
Manage tickets through their lifecycle, from creation to resolution.
Raise tickets with carriers and coordinate issue resolution.
Identify
opportunities to automate repetitive tasks.
Participate
in 24x7x365 rotational support for production systems.
Qualifications we
seek
in you!
Minimum Qualifications / Skills
Experience with ServiceNow and incident management processes.
Knowledge of change implementation and its impact on alerts.
Proficient with tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell.
Ability to collaborate and communicate with cross-functional teams and ISPs.
Understanding of ITIL standards and ticket prioritization
Analyze issues and determine
appropriate actions
to guide clients or associates toward a timely
resolution.
Preferred Qualifications/ Skills
Good Communication skills.
Experience handling tech and non-tech bridges, including P1 and P2 issues.
Experience in a team-oriented, collaborative environment.
Strong analytical skills to guide
timely
issue resolution.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at
genpact.com
and on
LinkedIn
,
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,
YouTube
, and
Facebook
.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants
are not required to
pay to
participate
in our hiring process in any other way. Examples of such