Genpact is seeking a highly skilled MoogSoft Product Specialist to provide advanced technical support and expertise on Moogsoft products. As a key member of our team, you will handle complex issues escalated from L2 support, work closely with development teams to resolve problems, and contribute to improving product features and support processes.

• Provide expert-level support for Moogsoft products, handling complex issues escalated from L2 support and ensuring timely and effective resolution.
• Lead the troubleshooting and resolution of critical incidents, coordinating with various teams to ensure swift problem resolution and minimal impact on customers.
• Maintain a deep understanding of Moogsoft products and related technologies, staying updated on new features, updates, and best practices.
• Engage directly with customers to understand their issues, provide technical guidance, and ensure a high level of customer satisfaction.
• Work closely with development, QA, and product management teams to address product defects, contribute to product enhancements, and ensure alignment on customer needs and expectations.
• Develop and maintain comprehensive documentation, including knowledge base articles, technical guides, and best practices to aid customers and support teams.
• Provide training and mentoring to L1 and L2 support teams, enhancing their technical skills and knowledge of Moogsoft products.
• Identify opportunities to improve support processes, tools, and methodologies, contributing to the overall efficiency and effectiveness of the support organization.

• Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or relevant professional training are a plus.
• 10+ years of experience in technical support or a related role, with at least 5 years focused on Moogsoft products or similar AIOps solutions.
• Proficiency in Moogsoft products and AIOps concepts.
• Strong knowledge of IT infrastructure, including networking, servers, and cloud environments.
• Experience with monitoring tools and incident management systems.
• Proficiency in scripting and automation (e.g., Python, Bash).

• Certification in Moogsoft or related AIOps solutions.
• Experience with DevOps practices and tools.
• Familiarity with ITIL or other IT service management frameworks.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Customer-focused mindset with a commitment to delivering high-quality support.

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.", "lang_code": "en-US"}