Technical Associate - Gamma R
Genpact
Noida, India
6d ago

Responsibilities

As part of the team, you will be required to-

  • Attend to Emails & cases generated by clients / case teams related to applications, user administration, adhere to the SOP and triage with L-2 Team.
  • Manage incident life cycle for cases reported at HD, take full ownership of the Incident from creation to closure.
  • Document & add new issues / solutions to Knowledge Management Repository.
  • Use of soft skills - Listen, Empathy, Courtesy etc.
  • Utilize professional techniques to retain & delight customers.
  • Provide quality service & resolve concerns efficiently & professionally.
  • Interact extensively (verbal & written) with global teams & users.
  • Be a part of Client conducted knowledge transition session.
  • Perform Data Modelling, Transformation and validation with high quality output
  • Understand the product / s to effectively troubleshoot incidents.
  • Proactively identify opportunities for improvement and work with the Team to implement them.
  • Please note that this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.

  • Qualifications we seek in you!
  • What are the minimum prior qualifications to be an applicant for this role :

  • Bachelor's / Master's degree in computer science engineering / technology)
  • Technical certifications would be an added advantage. Preferred qualifications In addition to above
  • Should have excellent written / verbal communication skills (English business communication).
  • Has a client centric mindset. Able to take ownership of situations to ensure swift closure
  • Should have excellent problem-solving capability and technical aptitude to resolve incidents.
  • Good technical knowledge of MS Office (2007-2013), all current browsers, basic networking and infrastructure concepts.
  • Should have working experience on Service Now or any ticketing tool
  • Attention to details and eagerness to help clients by going an extra mile.
  • Comprehend the issue, search on Knowledge Management Tool and communicate / narrate effectively. Able to maintain the knowledge management articles by regularly updating them.
  • Customer service skills, high energy levels and meet customer defined levels of Quality in Operations.
  • Good knowledge of Incident & Request Management should be possessing ITIL Know how.
  • Flexible with 24X5 mode of Operations.
  • Possess ability to upskill to cater to growing business requirement.
  • Understanding of Networking & Infra setup.
  • Understanding of ITIL framework and foundational concepts
  • MS Office : 2007-2013 (Outlook / PowerPoint / Excel / Word must)
  • Intermediate Microsoft excel (Formula & Macros) skills.
  • Novice level exposure of SQL
  • Exposure to Tableau visualizations and administration would be considered a plus
  • Understanding of ETL tools like Alteryx would be plus
  • Process Details
  • Shift Type : Rotational
  • Shift Timings : 24x5 (expectation of availability as per business demand over weekend)
  • Weekends Off : Yes
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