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Cloud Engineer
2 meses atrás
Genpact is a global professional services and solutions firm that delivers 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 RoleWe are seeking a strong Consultant for one of our precious clients in USA. The ideal candidate will be responsible for providing advanced technical support and expertise on Moogsoft products. As a SME, 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.
Key Responsibilities- 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.
