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Assistant Manager, Shift Analyst

3.00 to 5.00 Years   Bangalore   01 Oct, 2022
Genpact India Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaStatistics / Analytics
EmploymentTypeFull-time

Job Description

    AM, Shift Analyst We create products that demonstrate outstanding design for our clients and their customers. And this is your opportunity to be part of a team that is creating positive impact on the world by creating products that people love and making difference in people s lives.We are looking for a Production Shift Analyst for an exciting opportunity to work on an AI/Machine Learning enabled PV product hosted on the Cloud with cutting edge technologies. In this role, you will be responsible to work with the global client production support team to support Genpact s PV product. You will be assigned following responsibilities Responsibilities
    • Responsible for Production Support Operations working in a 24*7 shift based on your roster
    • Provide 2 nd level support and triage incidents as they come in
    • Monitor application using monitoring and other tools as designed
    • Respond to alerts and escalations and stakeholder communication
    • Responsible for technical issues in the product with complete ownership to drive it to resolution coordinating with other engineering teams
    • Be an expert in troubleshooting - act quickly to analyze the available issue, replicate the issue and find the root cause. Propose a solution wherever feasible or work with engineering team members to drive the solution. Provide customer/users with continuous progress updates.
    • Prepare documents, Knowledge Base Articles etc. when needed
    • Suggest overall product and process improvements
    • Manage support tickets, and ensure SLAs are not breached
    • Adhere to change control process and ensure SOPs are followed
    • Provide reporting and audit support when required
    Minimum Qualifications
    • Understanding of support operations and required process and tools for control and information security
    • Excellent troubleshooting experience
    • Experience with ticketing systems, e.g. Jira Service Desk, Zendesk, ServiceNow
    • Experience with application monitoring and logging tools like App Dynamics, Kibana
    • SQL knowledge with Oracle or Maria DB. Should be able to construct basic SQL queries.
    • Understanding how web applications work, knowledge of different tier servers and architecture of a web based application
    • Experience of working in operations and support
    • Experience in Global Customer facing roles
    • Excellent communication and customer support skills
    • Ability to handle customer support escalations
    • Ability to work with vendors and engineering teams
    • Expert in Incident and problem management
    • Experience of operations and support applications and support team management
    • Experience with meting SLAs within a global support team
    • Experience with production change control
    • Attention to detail with problem solving skills
    Preferred qualifications
    • Medical/Pharma industry experience
    • Experience of Cloud/ Amazon Web Services (AWS)
    • ITIL Certified
    • Service Operations
    • Helpdesk
    • Incident
    Location Bangaluru or Noida, India Why you should join Genpact Pharmacovigilance
    • How Genpact PVAI is pioneering pharmacovigilance
    • U.K. to use Genpact PVAI to spot side effects of COVID-19 vaccinations
    • Genpact PVAI wins at the Amazon AI Conclave 2021
    • Genpact PVAI one of the best workplaces for Innovators
    • Genpact PVAI winners of the Amazon AI Conclave 2021 Enterprise AI Awards
    • This is our passion. Our purpose.
    ,

Keyskills :
salesmisaccountstatbankingamazon web servicesservice deskweb serviceslife scienceschange controlcustomer focusknowledge base

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