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Advanced Technical Support Specialist
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Genpact is seeking a highly skilled MoogSoft SME to join our team. As a key member of our technical support organization, you will be responsible for providing expert-level support and guidance on Moogsoft products.
Key Responsibilities- Technical Support: Provide advanced technical support and expertise on Moogsoft products, handling complex issues escalated from L2 support and ensuring timely and effective resolution.
- Incident Management: Lead the troubleshooting and resolution of critical incidents, coordinating with various teams to ensure swift problem resolution and minimal impact on customers.
- Product Knowledge: Maintain a deep understanding of Moogsoft products and related technologies, staying updated on new features, updates, and best practices.
- Customer Engagement: Engage directly with customers to understand their issues, provide technical guidance, and ensure a high level of customer satisfaction.
- Collaboration: 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.
- Documentation: Develop and maintain comprehensive documentation, including knowledge base articles, technical guides, and best practices to aid customers and support teams.
- Training and Mentoring: Provide training and mentoring to L1 and L2 support teams, enhancing their technical skills and knowledge of Moogsoft products.
- Process Improvement: Identify opportunities to improve support processes, tools, and methodologies, contributing to the overall efficiency and effectiveness of the support organization.
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degrees or relevant professional training are a plus.
- Experience: 10+ years of experience in technical support or a related role, with at least 5 years focused on Moogsoft products or similar AIOps solutions.
- Skills: 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).
