Technical Associate - Infrastructure Services 5B

Technical Associate - Infrastructure Services

Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

**Job DescriptionWorkplace Services Service Desk **Incident & Request Management

• Serve as a senior escalation point for complex incidents and service requests.
• Investigate, troubleshoot, and resolve technical issues related to end-user computing, applications, systems, and access management.
• Ensure incidents and service requests are prioritized and resolved within agreed Service Level Agreements (SLAs).
• Monitor assigned ticket queues and proactively manage ticket backlog.
• Escalate unresolved issues to appropriate support teams while maintaining ownership and follow-through.
• Provide timely updates to users regarding ticket status and resolution progress.
• Support major incident activities as required to minimize business impact.

Service Delivery & Customer Support

• Deliver exceptional customer service through professional and effective communication.
• Act as a trusted technical resource for end users and stakeholders.
• Ensure a positive user experience by providing accurate and timely resolutions.
• Conduct follow-ups with users to confirm issue resolution and customer satisfaction.
• Maintain a high level of responsiveness and service quality in all user interactions.

SLA & Performance Management

• Consistently meet or exceed individual performance targets and service desk KPIs.
• Contribute to achieving organizational goals for:
  • First Call Resolution (FCR)
  • Response SLA
  • Resolution SLA
  • Customer Satisfaction (CSAT)
  • Productivity
  • Reassignment Score
  • Call Abandon Rate
• Identify trends impacting service performance and recommend improvement opportunities.
• Ensure compliance with established processes, procedures, and service standards.

Process Improvement & Operational Excellence

• Identify recurring incidents and contribute to root cause analysis activities.
• Recommend process improvements to enhance efficiency, service quality, and user experience.
• Support continuous service improvement initiatives.
• Follow ITIL best practices for Incident, Problem, Change, and Request Management.
• Ensure adherence to organizational policies, security standards, and operational procedures.

Knowledge Management & Documentation

• Maintain complete and accurate documentation within the IT Service Management (ITSM) tool.
• Create, update, and review knowledge base articles, troubleshooting guides, and standard operating procedures.
• Share technical knowledge and best practices across the service desk organization.
• Contribute to improving self-service resources and knowledge repositories.

Collaboration & Stakeholder Engagement

• Collaborate with Infrastructure, Network, Security, Application, and Development teams to resolve complex technical issues.
• Coordinate with third-party vendors when required to support issue resolution.
• Build effective working relationships with business users and IT stakeholders.
• Participate in service review meetings and operational discussions as needed.
• Provide insights and recommendations based on incident trends and customer feedback.

Required QualificationsEducation

• College diploma or university degree in the field of computer science.

Experience

• Relevant years of experience in an IT Service Desk, Help Desk, Technical Support, or Desktop Support environment.
• Proven experience handling incident management and service request fulfilment.
• Experience working with ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar tools.
• Experience in Knowledge Management and technical documentation practices.

Preferred qualifications Strong communicator – English in spoken and written form.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS)Amazon Web Services (AWS)

Required Skills

Agile Methodology, Agile Methodology, Applications Support, Backup Management, Cloud Applications, Collaboration Tools, Database Administration, Database Maintenance, Database Management, Database Monitoring, Design Thinking, Enterprise Resource Planning (ERP), Inclusion, Oracle Exadata Database Machine, Oracle Solaris, OS management, Personal Effectiveness, Security Operations Management, Server Infrastructure, ServiceNow Platform, Storage Management, VMware, VMware Administration, Vmware Cloud, VMware Clusters {+ 23 more}

Language

English

**Language Proficiency - **

Intermediate - B1

Additional Job Location - Job Type

Regular

**Master Skill List - **

Infrastructure Services

**Remote Type - **

Hybrid

**Work Shift - **

Flex Time (India)

Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • **Make an impact **– Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

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 respect and integrity, customer focus, and innovation. 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.