MoogSoft Expert

2 semanas atrás

São Paulo, São Paulo, Brasil Genpact Tempo inteiro

About the Company:

Genpact 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.

About the Role:

Genpact is seeking a strong Technical Support Specialist for one of our clients in the USA. If you are interested, please share your profile.

Job Summary:

We are looking for a highly skilled Technical Support Specialist to provide advanced technical support and expertise on Moogsoft products. As a Technical Support Specialist, you will handle complex issues escalated from Level 2 support, work closely with development teams to resolve problems, and contribute to improving product features and support processes.

Responsibilities:

  • Provide expert-level support for Moogsoft products, handling complex issues escalated from Level 2 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 Level 1 and Level 2 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.

Qualifications:

  • 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).

Preferred Qualifications:

  • 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.

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