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.

We 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.

• 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.