Analyst - Service Desk
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Technical Associate- Command Centre Monitoring Specialist We are seeking a proactive Monitoring Engineer to join our Command Centre team. The ideal candidate will have hands on experience supporting and monitoring Azure cloud infrastructure on prem systems and enterprise monitoring platforms used. You will primarily provide L1 monitoring and incident response ensuring availability performance and stability across critical environments. Responsibilities: - Monitoring & Event Management - Monitor Azure infrastructure including virtual machines networking components storage application services and databases using Azure monitor Log Analytics Application Insights and other specific platforms. - Actively monitor enterprise systems using tools such as: - Observability Suite - PRTG (Paessler Monitoring) - Spotlight (Database/Infrastructure Monitoring) - Configure tune and maintain monitoring dashboards alerts and thresholds to ensure service health. - Track and respond to real time infrastructure and application alerts. - Incident Detection & L1 Response - Provide L1 support for incidents detected through monitoring tools or escalated by internal teams. - Perform initial troubleshooting on issues related to: - Availability - Connectivity - Latency - Infrastructure/service health - Document findings take corrective actions where applicable and escalate to L2/L3 teams as needed. - Performance & Health Checks - Perform routine infrastructure health checks across cloud and on prem systems. - Identify basic performance deviations and anomalies raising issues to engineering teams for deeper analysis. - Support capacity utilization and performance reporting using available monitoring data. - Automation & Scripting (Basic Level) - Use basic Power Shell Azure CLI or available automation tools to execute monitoring scripts runbooks or standard health checks. - Assist in executing automated workflows created by engineering teams. - Documentation & Reporting - Maintain detailed incident logs runbooks monitoring dashboards and shift handover documentation. - Provide scheduled reports on system health alert trends recurring issues and infrastructure performance. - Collaboration & Escalation - Work closely with Command Centre colleagues cloud engineers network teams and application owners to ensure fast resolution and reduce downtime. - Participate in incident review meetings to improve detection and response processes. - Contribute suggestions to enhance monitoring coverage and reduce false positives. - Tools & Platforms - The role requires operational familiarity with: - Azure monitor Log Analytics Application Insights - Observability Suite - PRTG Network monitor - Spotlight for server/database monitoring - Azure Automation Runbooks basic ARM/Bicep execution - Middleware and app stack basics (IIS Tomcat.NET etc.)
Qualifications
Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering
Certifications
Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, ServiceNow Certified Application Developer - ServiceNowServiceNow, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone
Required Skills
Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services
Language
English
Language Proficiency -
Intermediate - B1
Additional Job Location -
Job Type
Regular
Master Skill List -
Service Desk
Remote Type -
Office
Work Shift -
Rotating (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
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 respect and integrity, customer focus, and innovation.
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.
