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Sr. Engineer - Operations Support 4B

Genpact

Dongargarh, IND

Full-time

Senior

Hybrid

Discovered 6 days ago

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Responsibilities:

Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum Methodologies
Stakeholder Communication: Translate technical concepts for business teams and business goals for developers
Production Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing Systems
Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severity
Deep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lags
Standard Resolution: Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
Alert Monitoring: Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space)
Cross-Team Collaboration: Work alongside Business Users, infrastructure, database administrators (DBAs), and L3 software developers on root cause analysis (RCA)
Initial Escalation: Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
Testing and Implementation: Support user acceptance testing (UAT) and verify final solutions match requirements
Minimum qualifications
Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience
Preferred Skills:
Proficiency in using Snow, Jira
In-depth technical knowledge of systems, networks, and software.
Understanding of.NET technology based applications.
Advanced ticketing and incident management systems
Strong analytical thinking and attention to detail.

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Sr. Engineer - Operations Support 4B

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