Manager - PVAI Shift Support Analyst
- Genpact India
- 6 to 8 Yrs
- Noida, Gurugram
- 5 years ago
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Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey
Are you the one we are looking for
Inviting applications for the role of Manager, PVAI Shift Support Analyst (SSA)
In this role, you will be responsible for Service support activities for the PVAI service, including monitoring, responding to alerts speaking to client helpdesk and stakeholders, and maintaining customer satisfaction of PVAI application
Responsibilities
As a PVAI Shift Support Analyst (SSA), your responsibilities include
- Deliver correct operation and support is during a shift
- Ensure operational procedures are followed
- Provide 1 st level support and triage for incidents as they come in.
- Manage support tickets, and ensure SLAs are not breached
- Adhere to change control process
- Provide audit support when required
- Respond to alerts, escalations and stakeholder communication
Qualification
Minimum qualifications
- Experience of operations and support
- Applications and support team management
- Experience with meting SLAs within a global support team
- Experience with production change control
- Experience in Customer facing roles
- Some experience on web applications
- Understanding of support operations and required process and tools for control and information security.
- Experience with pharma or medical industry and related GxP compliance
- Good communication and customer support skills
- Understanding of Java Flex or other web application management
- Ability to handle customer support escalations
- Ability to work with vendors and technology partners
Preferred qualifications
- Experience with ticketing systems, eg Zendesk, ServiceNow
- Medical/Pharma industry experience
- Experience of Amazon Web Services (AWS)
- ITIL
- Service Operations
- Helpdesk
- Incident
External & internal contacts
- External: Client, partners and vendor Leadership
- Internal: Product management, development, client implementation and support teams.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
,Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Manager - PVAI Shift Support AnalystContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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