MoogSoft Expert

2 semanas atrás

São Paulo, São Paulo, Brasil Genpact Tempo inteiro
About the Role

Genpact is seeking a highly skilled MoogSoft Expert to join our team as a AIOps Solutions Specialist. As a key member of our technical support team, you will be responsible for providing advanced technical support and expertise on Moogsoft products.

Key Responsibilities
  • Provide Expert-Level Support: Handle complex issues escalated from L2 support, ensuring timely and effective resolution.
  • Lead Troubleshooting and Resolution: Coordinate with various teams to resolve critical incidents, minimizing impact on customers.
  • Stay Up-to-Date with Moogsoft Products: Maintain a deep understanding of Moogsoft products and related technologies, staying updated on new features, updates, and best practices.
  • Engage with Customers: Understand customer issues, provide technical guidance, and ensure high customer satisfaction.
  • Collaborate with Development Teams: 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 Comprehensive Documentation: Create knowledge base articles, technical guides, and best practices to aid customers and support teams.
  • Provide Training and Mentoring: Enhance technical skills and knowledge of Moogsoft products for L1 and L2 support teams.
  • Improve Support Processes: Identify opportunities to improve support processes, tools, and methodologies, contributing to overall efficiency and effectiveness.
Requirements
  • 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: Strong knowledge of Moogsoft products and AIOps concepts.
  • IT Infrastructure Knowledge: Strong knowledge of IT infrastructure, including networking, servers, and cloud environments.
  • Monitoring Tools and Incident Management: Experience with monitoring tools and incident management systems.
  • Scripting and Automation: Proficiency in scripting and automation (e.g., Python, Bash).

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