Process Associate - Trust & Safety (TSG- DevOps)

Genpact is a global professional services and solutions firm with 125,000+ employees across 30+ countries. We help shape the future of leading enterprises, including Fortune Global 500 companies, with deep industry knowledge, digital operations, data, technology, and AI expertise.

• Technical Support: Provide top-notch technical support to vendor partners, addressing and resolving technical issues promptly.
• Governance: Develop and maintain governance frameworks to ensure stable operations.
• Cross-Functional Collaboration: Use the RACI framework to work closely with cross-functional teams, ensuring clarity in roles and responsibilities.
• On-Call Support: Participate in on-call rotations to provide timely support for urgent issues.
• Escalation Management: Manage escalation channels, resolving critical tasks, and conducting Root Cause Analysis (RCAs).
• High-Priority Task Analysis: Analyze high-priority task backlogs and drive discussions with relevant teams to improve support.
• Automation and Self-Service: Leverage automation for task management and support future automations.
• Process Documentation: Create and maintain task management documentation and conduct training workshops for vendor partners.
• Data Analysis and Reporting: Analyze data through interactive Tableau dashboards and visualizations, providing actionable insights.
• Partner Alignment and Communication: Facilitate bi-weekly vendor meetings to ensure alignment with process changes.
• Integration and Onboarding: Support the integration of new vendors into systems.
• Incident Management: Lead incident management processes, collaborating with stakeholders to conduct impact assessments.

Minimum Qualifications

• Bachelor’s degree in Computer Science or related field.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a fast-paced environment.
• Strong communication and interpersonal skills.
• Willingness to participate in on-call rotations.

Preferred Qualifications

• Proven experience in technical support or a related field.
• Experience with data visualization tools such as Tableau to create interactive reports.
• Knowledge of governance frameworks and reliability programs.
• Proficiency in SQL and querying languages.
• Certification in reporting or related fields (e.g., Certified Data Analyst, Certified Business Intelligence Analyst) is a plus.

Equal Opportunity Employer

Genpact is an Equal Opportunity Employer and ensures diversity and inclusion in its hiring process. We do not charge fees for processing job applications.

For more details and to apply, visit Genpact’s website.