Technical Manager - Application Support L3
- Genpact India
- 3 to 6 Yrs
- Noida, Gurugram
- 4 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 Technical Manager, Application Support L3
In this role, you will be a part of the Cora support team who will take ownership of customer issues reported and see problems through to resolution
Responsibilities- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Post patching issue gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes; Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.
- Enable the users to handle activities on their own
- Bachelors/Graduation/Equivalent Preferred qualifications
- Good Understanding of Salesforce platform (Admin and Code level understanding)
- Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
- Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
- Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status
- Ability to drive compliance & process adherence
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 - Software Role Category: IT Operations / EDP / MIS Functional Area: Not ApplicableRole/Responsibilies: Technical Manager - Application Support L3Contact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
Keyskills: java agile project management delivery customer relations quick reference guides customer focus corrective actions application support knowledge management it go rca visit color guides prompt closure
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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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