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 Process Associate - EOC 

Genpact is hiring for the role of EOC Consultant involves monitoring and addressing alerts, changes, and maintenance, requiring ITIL principles, CAB process knowledge, and network device configuration. The candidate must handle P1, P2 Bridges and ensure quick resolution of business-impacting issues.  

Responsibilities 

• Monitor and address alerts, changes, and maintenance. 

• Handle tech and non-tech bridges, including P1 and P2 issues. 

• Collaborate with Major Incident Management for business-impacting issues. 

• Ensure SLA compliance and proper logging in ITSM tools. 

• Manage tickets through their lifecycle, from creation to resolution. 

• Raise tickets with carriers and coordinate issue resolution. 

• Identify opportunities to automate repetitive tasks. 

• Participate in 24x7x365 rotational support for production systems. 

Qualifications we seek in you! 

Minimum Qualifications / Skills 

• Experience with ServiceNow and incident management processes. 

• Knowledge of change implementation and its impact on alerts. 

• Proficient with tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell. 

• Ability to collaborate and communicate with cross-functional teams and ISPs. 

• Understanding of ITIL standards and ticket prioritization 

• Analyze issues and determine appropriate actions to guide clients or associates toward a timely resolution. 

Preferred Qualifications/ Skills 

• Good Communication skills. 

• Experience handling tech and non-tech bridges, including P1 and P2 issues. 

• Experience in a team-oriented, collaborative environment. 

• Strong analytical skills to guide timely issue resolution. 

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. 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.