Responsibilities

Provide 1st level support and triage for incidents as they come in.
Manage support tickets, and ensure SLAs are not breached
Adhere to change control process
Provide audit support when required
Qualifications

Minimum qualifications

Understanding of support operations and required process and tools for control and information
security.
Experience of working in operations and support
Experience with pharma or medical industry and related GxP compliance
Good communication and customer support skills
Understanding of Java Flex or other web application management
Ability to handle customer support escalations
Ability to work with vendors and technology partners
Incident and problem management best practice
Experience of operations and support applications and support team management
Experience with meting SLAs within a global support team
Experience with production change control
Experience in Customer facing roles
Some experience on web applications

Preferred Qualifications

Experience with ticketing systems, eg Zendesk, ServiceNow

Medical/Pharma industry experience
Experience of Amazon Web Services (AWS
ITIL
Service Operations
Helpdesk
Incident

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