Job Description

Principal Consultant - LogicMonitor SME

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 Princip al Consultant - LogicMonitor SME

In this role, you will be responsible for delivering advanced technical support and expertise for LogicMonitor products. This role involves addressing complex issues escalated from L2 support, collaborating with various teams to resolve problems, and contributing to the continuous improvement of our monitoring solutions and support processes.

Responsibilities

Provide expert-level support for LogicMonitor products, handling complex issues escalated from L2 support, and ensuring timely and effective resolution.

Lead the troubleshooting and resolution of critical incidents, coordinating with internal and external teams to minimize impact on customers and ensure swift resolution.

Maintain in-depth knowledge of LogicMonitor products, including new features, updates, and best practices, ensuring up-to-date support.

Engage with customers to understand their technical challenges, provide expert guidance, and ensure high levels of customer satisfaction.

Work closely with development, QA, and product management teams to address product defects, contribute to enhancements, and align on customer needs and expectations.

Develop and maintain comprehensive documentation, including knowledge base articles, technical guides, and best practices to support customers and internal teams.

Provide training and mentoring to L1 and L2 support teams, enhancing their technical skills and knowledge of LogicMonitor products.

Identify and implement opportunities to improve support processes, tools, and methodologies, contributing to the overall efficiency and effectiveness of the support organization.

Qualifications we seek in you!

Minimum Q ualifications / Skills

Bachelor’s degree in Computer Science , Information Technology, or a related field (or equivalent work experience).

E xperience in technical support or a related role , with f ocused on Log icMonitor pr oducts or similar IT monitoring solutions .

Proficiency in LogicMonitor products and IT infrastructure monitoring concepts.

Strong knowledge of IT infrastructure, including networking, servers, and cloud environments.

Experience with monitoring tools and incident management systems.

Proficiency in scripting and automation (e.g., Python, Bash).

Preferred Q ualifications / Skills

Certification in LogicMonitor or related IT monitoring solutions.

Experience with DevOps practices and tools.

Familiarity with ITIL or other IT service management frameworks.

Excellent problem-solving and analytical skills.

Strong communication and interpersonal skills.

Ability to work effectively under pressure and manage multiple priorities.

Customer-focused mindset with a commitment to delivering high-quality support.

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 .