Process Developer - Dedicated Business Support Enginner Job in Genpact

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Inviting applications for the role of L2 Desktop Engineer - Operations

Responsibilities :

• Being part of L2 support engineers supporting network operation on 24/7 basis, responsible for the incidents raised by either customers or L1 support teams and provide required resolution within agreed timelines. Candidates should be flexible to work in weekend shifts and support off-hours if required.
• In case of issues are outside the scope of team, bring up, involve third level/vendor teams for resolution of the incidents.
• Own activities around reducing number of repeated incidents while working with respective teams.
• Review current knowledge base, run book/operation procedures and fill the gaps, add/modify the contents to keep the knowledge base updated.
• While owing the resolution of the incidents, advise/communicate updates about the progress to partners, carry out timely customer concern as per the process, participate in major incident handling calls.
• Switches and Routers- operation experience of sophisticated troubleshooting
• Working experience Routing protocols -OSPF and BGP
• Data Center Management/ Operations (Hub, Switch, Rack, Cage, Provisioning and De- provisioning etc.)
• Customer Mailbox Management
• Patching, Reconciliation, Antivirus managing, FTP,
• Client Tool Management (logging ticket, navigation, usage of the tool)
• Presentation Skills, Call Management, Reporting skills
• Client Management. IMAC activities
• Printer Management (print services, print server etc.
• You will pro-actively supervise the problem, change process of the account, and handle problem and change issues and alerts as needed
• Knowledge of Remedy Tool
• Knowledge on Software management and software licensing SAM
• Support preparation of audit related activities
• Asset management where customer provides assets

Qualifications we seek in you:

• Graduate, preferred in IT stream

Preferred qualification

• Very good written and presentation / verbal communication skills with experience of customer interfacing role .In-depth requirement understanding skills with good analytical and problem solving ability, interpersonal efficiency, and positive attitude

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.