Engineer - Application Support N 4A

Role overview

Core responsibilities

• Perform initial incident triage and resolve basic issues.
• Support users and maintain day-to-day application stability.
• Investigate response errors, latency delays, and user-interface failures.
• Classify and document tickets accurately.
• Escalate advanced troubleshooting and engineering fixes to the appropriate teams.

Technical skills

• Application support and IT support processes are required.
• Web applications, APIs, ticketing tools, and monitoring dashboards are required knowledge areas.
• Basic SQL and database queries are required.
• Cloud environment knowledge in Azure or AWS is required.
• Exposure to LLM-based applications, prompt workflows, and GenAI concepts is preferred.

Qualifications

• A bachelor's degree in Computer Engineering, Computer Science, or Information Technology, or a master's degree in Software Engineering, is required.
• ITIL Foundation certification from Axelos is required.
• Proficient English language ability at C2 level is required.
• Strong problem-solving, attention to detail, communication, and customer handling skills are required.

Support schedule

• The role requires availability for a 24x7 or shift-based support model.
• Success metrics include first-call resolution, SLA adherence, accurate ticket classification, and improved user satisfaction.

Workplace

• The listed remote type is hybrid.
• The job location is Genpact's Prestige Technology Park IV site in Bangalore.

About Genpact