Process Associate – EOC

Ready to build the future with AI? At Genpact, we don't just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. Inviting applications for the role of Process Associate – EOC In this role, An EOC Consultant oversees monitoring, alert resolution, changes, and maintenance activities, applying ITIL principles, CAB processes, and network configuration expertise. They manage P1/P2 bridges to swiftly resolve issues impacting business operations. Responsibilities Monitor and address alerts, changes, and maintenance. Handle tech and non-tech bridges, including P1 and P2 issues. Collaborate with Major Incident Management for business-impacting issues. Ensure SLA compliance and proper logging into ITSM tools. Manage tickets throughout their lifecycle, from creation to resolution. Raise tickets with carriers and coordinate issue resolution. Identify opportunities to automate repetitive tasks. Need to Participate in 24x7x365 rotational support for production systems. Qualifications we seek in you! Minimum Qualifications · BE/B Tech · Excellent written and verbal communication skills Preferred Qualifications/ Skills Experience handling tech and non-tech bridges, including P1 and P2 issues. Experience in a team-oriented, collaborative environment. Strong analytical skills to guide timely issue resolution. Experience with ServiceNow and incident management processes. Knowledge of change implementation and its impact on alerts. Proficient with tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell. Ability to collaborate and communicate with cross-functional teams and ISPs. Understanding of ITIL standards and ticket prioritization Analyze issues and determine appropriate actions to guide clients or associates toward a timely resolution.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.