Brief Description about role: Technical Analyst – 2 (TA-2) will be part of the Genpact Experience IT Operations team, providing 24x7 proactive and reactive support in a fast-paced and dynamic environment.
The Technical Analyst -2 (TA-2) will focus on proper ticket management, handling multiple clients and tasks simultaneously, provide timely ticket triage, ticket responses and updates, and enjoy providing quality technical support for end-users, applications, infrastructure, and cloud resources.
The TA-2 works closely with Site Reliability Engineers (SRE), Senior Technical Analysts, and clients while supporting enterprise platforms such as Microsoft Azure, O365, Amazon Web Services (AWS), and client commerce platforms. Responsibilities include handling escalated incidents, system administration, KB documentation updates/execution, and scheduled maintenance activities. The ideal candidate demonstrates strong time management and prioritization skills, is eager to learn, exhibits outside-the-box thinking, and maintains an approachable attitude. Training and mentorship will be provided to help the candidate grow into advanced engineering or service delivery paths.
Responsibilities:
- Quality work: Provide quality professional support in a fast-paced environment
- Ticket Handling/Management: Provide front-line support for incoming requests and create/manage tickets in the defined ticketing system(s) throughout the ticket life cycle
- Applying technical knowledge: Maintain good understanding of web applications, servers, and related technologies for proper triage efforts
- Issue handling: Alert, triage, route/escalate, and/or resolve system and/or application issues.
- Problem analysis: Identify recurring issues and assist in root cause analysis and related report generation.
- ITIL familiarity and application of knowledge: Work with ITIL frameworks
- Monitoring tools: Use tools like LogicMonitor, New Relic and tools within Azure/AWS
- Cloud exposure: Experience working with Azure, O365, and AWS solutions
- DevOps Familiarity: Familiarity with DevOps principles and experience with troubleshooting application in Azure Kubernetes Service (AKS). This should include basic hands-on experience working with AKS and a solid grasp of CI/CD workflows
- Communication skills: Demonstrate strong English proficiency (reading, writing, speaking)
- Documentation: Produce quality documentation which requires carefully reviewing documents to ensure they meet defined standards
- Oncall rotations: Participate in oncall rotations which includes initial incident response and/or escalation support
- Monitoring dashboards: Monitor various dashboards and alerting systems throughout your shift and triage accordingly
- Performance tuning: Support log analysis, performance tuning, and capacity planning.
- Maintenance: Conduct scheduled maintenance, patching, and deployments.
- Collaboration: Collaborate across shifts and share updates on findings. This includes providing accurate details for ticket hand-off and/or support
- Shift work: Work from office in rotational shifts
- Additional coverage: At times, provide coverage during nonbusiness hours when required and/or provide additional coverage as needed
- Billable role: Meet required utilization targets
- Other duties: Perform additional responsibilities as assigned
Minimum Requirements:
- Experience: A minimum of 3 years of progressive IT experience required
- Support Experience: 2+ years providing technical support/troubleshooting via phone, email, and ticketing systems in English
- ITSM / PSA Tools: 1+ years of experience using ITSM/PSA solutions (e.g., Atlassian JSM, ServiceNow)
- Cloud & Tech Stack: Hands-on operational experience with Microsoft Stack, Microsoft Azure, Office 365, and basic exposure to AWS and containerized environments (Kubernetes / AKS)
- Networking Basics: Understanding of fundamental networking concepts (VPN, firewalls, load balancers, DNS, CDN/WAF)
- Observability & Logging: Hands-on experience with monitoring and log analytic tools (e.g., New Relic, Azure Log Analytics, Azure Monitor, CloudWatch, or Elastic)
- Communication: Exceptional oral and written English communication skills
- Work Style: Self-motivated, collaborative, detail-oriented, and comfortable working in rotational shifts