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  Lead Consultant – Production Support  

As Analyst IT Operations, you will be involved in 24*7 L2 Production Support in an onshore-offshore model and is assigned to receive, analyze and identify solutions for all types of priority production issues/tickets. You will be the Primary technical got-to resource, work in shifts on rotation basis, and may have to provide on-call support in 24*7 environment, and during non-business hours when needed. You should be able to handle the technical issues independently and must be able to exhibit being hands-on, pro-active, with flexible schedule and quick adapter to meet organizational needs. 

Specific responsibilities of the beneficiary include (but not limited to), supporting the production support team and their work assignments, service levels, design & execute process improvements and undertake tasks as needed to allow the production support Manager to focus on the overall service improvements.  

Resource will be the key in identifying remediation tasks and implement solutions to reduce number of production incidents, Interaction with business users for requirement clarification and resolution of incidents reported, responsible for root cause analysis for major incidents.  

Resource will be the key in providing workaround solution of production batch issues, assign tickets to team members, track fixing of issues and verification of the break-fixes, performing root cause analysis of issues and arriving at a permanent fix to avoid recurrence of the issues, process improvement to improve system stability and performance. 

Ensure compliance with corporate standards, policies and regulations (SOX, PHI, and PII etc). This role will collaborate with teams spanning multiple business units  

Offshore: All are on rotational basis: M-F rotation among two shifts 9 hours each between (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST: Work from office India).  

   Sat-Sun & US Eastern Holiday : rotation among 3 shifts (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST or 9:15 PM IST-6:30 AM IST): Work from office India  

Responsibilities  

• Troubleshooting batch events in technologies listed below  

• Perform analysis & code deployment of recurring problems, provide recommendations and work with outside teams to identify/implement solutions   

• Perform analysis and provide recommendations to enhance support processes such as documentation and/or monitoring. 

• Experience in Production support/maintenance in an onshore-offshore model environment 

• Must have and proven strong Analytical, positive attitude towards analyzing, recovery and fix an issue 

• Must have hands-on development experience and can deep dive into issues in the technologies related to: Unix/Linux shell scripting, PL/SQL, Informatica 10.4 (Power Center), Additionally: SQL Developer/Toad, Putty, Control M Scheduling , Teradata SQL Assistant, Teradata Viewpoint, SAP etc 

• Release/Deployment, Operational Readiness,  Production Governance is a must.  

• Assure quality, security and compliance requirements are met for supported areas. 

• Must be a team player and this position will work closely with other vendors and internal technical partners  

• Analyze performance trends and recommend process improvements to ensure SLA's are met. 

• Must be a self-starter, quick learner/adapter of new/required technologies to meet the project requirements to support day-2-day support activities 

• Ability to understand complex problems, identify root causes and remain goal-oriented within a dynamic environment 

• Working experience in Retail/Pharmacy area is a plus 

• Willing to learn new technologies as needed 

• Proven high performer, demonstrated by consistent high-performance reviews, exceptional customer service management 

• Basic understanding of application development/architecture, change management, incident and problem management is a plus. 

• No Remote/work from Home preferred  

Qualifications we seek in you!  

Minimum Qualifications /skills 

• Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field is required. 

• Working experience in Retail/Pharmacy area is a plus 

• Willing to learn new technologies as needed 

Preferred qualifications /skills 

• Computer competency and literacy in Microsoft Windows applications especially with Excel, Word, PowerPoint, Outlook is a must. 

• Strong interpersonal and communication skills, including the ability to interact at all levels of the organization in person and over email is a plus.(Senior Leadership, Business Leadership, Technical resources, 3rd party vendors)  

• Commitment to shift is a must 

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.  

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.