Senior Manager- Shift Support Analyst- SM
Genpact India
Noida, Gurugram
2d ago
source : IndigoJobs

Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it.

Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it.

Come, transform with us.

A walk through with the PVAI Journey in Genpact :

Transformation happens here. Come, be a part of our exciting journey

Are you the one we are looking for

Inviting applications for the role of Senior Manager, Shift Support 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 hands-on interfaces developer for an exciting opportunity to work on an AI enabled PV product with cutting edge technologies.

In this role, you will be responsible to work with the global client project implementation team to work on building and configuring custom interfaces between Genpact s PV product and the clients drug safety systems.

You will be assigned following responsibilities

Responsibilities

  • Deliver correct operation and support is during a shift
  • Ensure operational procedures are followed
  • Provide 1st level support and triage for incidents as they come in.
  • Manage support tickets, and ensure SLAs are not breached
  • Adhere to change control process
  • Provide audit support when required
  • Respond to alerts, escalations and stakeholder communication
  • Qualifications

    Minimum qualifications

  • Understanding of support operations and required process and tools for control and information security.
  • Experience of working in operations and support
  • Experience with pharma or medical industry and related GxP compliance
  • Good communication and customer support skills
  • Understanding of Java Flex or other web application management
  • Ability to handle customer support escalations
  • Ability to work with vendors and technology partners
  • Incident and problem management best practice
  • Experience of operations and support applications and support team management
  • Experience with meting SLAs within a global support team
  • Experience with production change control
  • Experience in Customer facing roles
  • Some experience on web applications
  • Preferred Qualifications

  • Experience with ticketing systems, eg Zendesk, ServiceNow
  • Medical / Pharma industry experience
  • Experience of Amazon Web Services (AWS
  • ITIL
  • Service Operations
  • Incident
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