Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Senior Associate - Application support

In this role, coordinating with end users fully in French and perform basic troubleshooting to identify the exact issue and work toward technical resolution within the defined SLA.

Responsibilities

Supporting, Troubleshooting as needed fixing, enhancing business Applications and workstations located in Factory sites at Belfort and Bourogne, France.

Responsible for resolving technical issues raised by Business users, clients or internal stakeholders directly or through the ticketing systems/ using SOPs/KBAs/KT docs. Based on approval from Genpact manager, create tickets in ServiceNow on behalf of end users

Coordination with vendor for 3rd party/COTS applications and do continual follow up until the fix and track it to closure.

Manage and resolve production incidents that include Application outages, job failures, system/data defects, Feature/Functionality failures, Workstation issues.

Take ownership of Tickets in Ticketing tool and ensure it is updated in detail with Work notes, status updates and Resolution Notes.

Responsible to test the application features, should understand any testing tool.

Responsible for patching activity that is scheduled during weekends (As and when required only with less frequency).

Document KBAs/SOPs and Prepare RCAs for Problem Tickets

Proactively propose Continuous Improvements to add value to the Business.

Coordinate with geographically distributed technical, functional teams using English to address client’s needs

As needed liaison between French speaking stake holders English speaking geographically distributed teams

With reasonable mentoring guidance, learn technologies and effectively contribute to technical (code, configuration, database etc.) needs of the job

Qualifications we seek in you

Minimum Qualifications / Skills

B.E./ B.Tech/ MCA or equivalent

Preferred Qualifications/ Skills

Candidate should hold bachelor’s or master’s degree in computer engineering from any university.

Good Knowledge in VB6, Java, ASP.net, AWS

Strong understanding of RDBMS concepts

Good knowledge on SQL Server, Oracle DB

Basic knowledge of GIT

Good knowledge on HTML, CSS, JavaScript, jQuery,

Ability to communicate effectively both in French and English and should have strong customer focus

Strong have written and verbal communication skills

Flexible to work during weekends on ad-hoc basis

Willingness to learn all the technology required at work

Should be able to handle Business users call, manage mentor team.

Ability to be learn and apply new processes and tools.

Technical understanding of products/services and/or ecosystem being supported.

Based on the manager’s request, to facilitate IT operations, work on-site either from Belfort or Bourogne factory

Be open to work with a reporting manager who speaks only English is geographically located in a different location

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.