Process Associate - TOC Engineer, Genpact

 Genpact is hiring for the role of Process Associate - TOC Engineer!

Responsibilities of the Candidate:

• Monitor all infrastructure elements (network, cloud, proxy, server, virtualization, endpoints, voice, Wi-Fi, videoconferencing, etc.), raise tickets in the ticketing tool, diagnose the incidents as per SOP and timely update the tickets 
• Ensure tickets raised per shift are handled in the right time frame as per the SLA commitment and if escalated, as per the defined escalation matrix 
• Effectively handover shift status information to the next shift assuming responsibility
• Interface with ISPs/vendors for raising tickets and timely follow up till closure with faster/accurate resolution to maintain system/link availability
• Front-end face for Genpact Infrastructure Team while participating in Incident resolution bridge call
• Participate in Bridge calls with clients for joint troubleshooting of all infrastructure issues 
• Follow the defined escalation chart and matrix 
• Assist project team in commissioning new customers and change requests
• Adhere to shift timings and shift handover process
• Assist the Duty Managers to implement/follow up for day to day operational task

Requirements:

• Fluency in English with good interpersonal skills and ability to communicate effectively.
• Demonstrate a positive attitude, take initiative towards learning, and accept new challenges.
• Willing to work in a 24*7 environment in all technology domains.
• Ability to understand, analyze, and resolve problems quickly with a focus on customer centricity.
• A self-motivated and a firm believer in team spirit.
• Can face challenging circumstances with confidence and able to deliver better in a stressful environment.
• Excellent time management and ability to handle multiple concurrent tasks with minimal supervision.
• Basic understanding of Network protocols and devices (LAN, WAN, Routing, Switching, Firewall).
• Basic understanding of Cloud computing, Windows/Linux Server Technology, Storage, Virtualization, and Hardware.
• Preferred Qualifications/ Skills: Graduate in engineering/IT.

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