MoogSoft SME
Há 4 dias
Genpact is seeking a highly skilled Consultant to join our team in the USA. As a MoogSoft SME, you will be responsible for providing expert-level support and technical expertise on Moogsoft products.
Key Responsibilities- Provide advanced technical support and expertise on 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.
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