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 Consultant, Application Support Engineer
In this role, your primary responsibility is to provide exceptional support to our customers by effectively resolving their issues and addressing their questions through support tickets. You will work closely with custmomers, assisting them in problem-solving and providing prompt and accurate responses. Your role is crucial in ensuring a positive support experience and maintaining customer satisfaction.

Responsibilities
• Deliver an excellent support experience to customers by working to solve problems and answer questions in support tickets
• Ensure high customer satisfaction by addressing support issues per Service Level Agreements (SLAs)
• Assist in identifying and developing tools/processes for improving incident management and service assurance
• Participate as part of the team to achieve goals and targets
• Act as liaison between Application Support, 24/7 Support, and SPA (incident response) teams
• Work with product/engineering teams to raise and prioritize issues impacting end-users
• Assist in developing tools/processes for improving problem triage and diagnosis
• Support overall engineering team in environmental issues or test failure scenarios
• Participate in on-call rotations to resolve emergencies (Occasionally)
• Improve documentation and share knowledge publicly (Weekly)
• Assist with hiring (Occasionally)

Qualifications we seek in you
Minimum Qualifications / Skills
• Previous technical support experience and strong troubleshooting skills.
• Experience in IT Help Desk Support and associated administration.
• Excellent call logging and communication skills (written and verbal).
• Knowledge of Java/J2EE and SQL.
• Experience working with cloud-based technologies, preferably AWS or GCP.
• Ability to take ownership of tasks from issue analysis to release deployment.
• Proven ability in application debugging using tools like Sumo Logic, Splunk, Dynatrace, Appdynamics, or DataDog.
• Ability to transfer knowledge between team members.
• Ability to work on a roster-based schedule.
• Relevant industry certifications and 2 years of experience in application support.
• Working knowledge of Internet and Networking concepts, protocols, and hardware.
• IT qualifications such as CCNA, MCSA, IT degree/diploma, or relevant industry experience.
Preferred Qualifications/ Skills
• Experience with data integration and/or manipulation projects.
• Familiarity with other cloud platforms and technologies.
• Knowledge of additional programming languages.
• Experience with incident management and on-call communication processes.
• Strong documentation and knowledge-sharing abilities.
• Hiring experience.
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. Get to know us at genpact.com and on LinkedIn, X, 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 scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.