Assistant Vice President, Technical Support Lead

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Assistant Vice President, Technical Support Lead

The Enterprise360 team is looking for a well-rounded, upbeat, and initiative-taking individual as facilitate and support the integration of Enterprise360 across Genpact. This role involves overseeing daily operations, supporting the technical teams in troubleshooting technical issues, optimizing performance, and ensuring the smooth functioning of these critical applications. You will also be required to collaborate closely with Enterprise360 Product team to validate and enrich product requirements, as needed

Responsibilities

Manage the technical support team, providing line management, mentoring and engagement with other support teams

Set and monitor targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met

Provide internal training, Alongside the Head of Support Services and introduce and maintain effective and efficient ITIL processes for Incident, Problem, Change and Service Improvement

Manage the post validation of releases and changes to the production environment

Ensure that ticket queues are managed effectively & provide technical integration support to clients

Drive service improvements and provide best practice incident management of issues impacting our merchant base through to resolution, including escalation within the business & communication to merchants

Track and triage incidents against problems

Manage and prioritise your workload in accordance with the various response SLAs

Manage team metrics and retention goals

Qualifications we seek in you

Minimum qualifications

• Bachelors/ Master of Technology / MBA

Preferred qualifications

• Extensive industry experience with technical background and robust hands-on product rollout experience; having worked with multiple scrum teams using Agile
• Excellent people, interpersonal, and technical skills, and can execute and deliver in a matrix organization.
• Ability to work with key business partners, architecture and data teams, requirement gathering and solution teams to build a product road map with more focus on building product development road map (design, build, test and deploy)
• Demonstrable ability to quickly earn the trust of sponsors and key partners; mobilize and empower teams; set direction and approach; resolve conflict; deliver tough messages with patience; execute with limited information and ambiguity
• Demonstrable ability to build positive relationships across organizations in delivering the best outcome of sophisticated programs.
• Ability to communicate objectives, plans, status, and results clearly across all levels, focusing on critical few key points.
• Should have ability to adapt rapidly to changing dynamics of business partner expectations.
• Validated ability in unearthing issues and leading risks in the program
• Superb interpersonal skills, including business writing and presentations
• PMI/ PMP Certification, Agile Certified Practitioner (PMI-ACP ), Certified

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. Get to know us at www.genpact.com and on X , Facebook , LinkedIn , and YouTube .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training.