Technical Associate - Application Support
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.
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Job Description
Inviting applications for the role of Technical Associate - Security Operations Engineering Desk Analyst In this role Security Operations Engineering Desk Analyst delivers frontline security monitoring investigates alerts and collaborates with engineering teams to strengthen detection and response capabilities. Responsibilities: - Central Intake Triage and Execution (Runbook-Based) - Serve as the single front door for cybersecurity service requests alerts and operational tasks across in-scope towers (IAM Network ZTNA/NAC/DNS Email WAF Data/Cloud where routed). - Perform runbook-based triage to determine impact severity affected services/users and required response path. - Execute standard actions as defined in approved SO Ps/runbooks (e.g. - basic containment steps verification checks routine operational tasks) and route to the appropriate tower owner when engineering judgment is required. - Perform accurate queue mapping and work assignments in the ITSM tool (correct categorization priority/severity tagging routing and SLA clocks). - Service Request Fulfillment (as per Client procedures) - Execute service requests for in-scope security tools/services consistent with SL As and the associated ticket instructions. - Ensure all actions taken are recorded in the Client tracking tool (ticket updates status resolution/next steps escalation notes). - Support end-to-end ticket management: updates requester communication and closure confirmation aligned with defined procedures. - Respond to urgent business-critical and VIP service requests per established escalation and handling procedures. - Evidence Capture Logging and Audit support (operational execution) - Collect and store cybersecurity evidence of testing execution and change-management activities as required to support SOX and other audit needs (per defined processes). - Maintain sufficient logs/data/evidence artifacts produced through operations (ticket evidence screenshots console exports time-stamped actions) as required by compliance/certification expectations for the in-scope services. - Support requests from Client for information/evidence to support audits by retrieving and packaging operational artifacts from tickets and standard repositories. - Change Incident and Problem Operations support - Support change execution that is pre-approved and documented via runbooks; - ensure change tickets are complete and evidence is attached. - Participate in issue resolution meetings as requested; - provide operational status and artifacts. - Support problem management by identifying recurring operational patterns contributing ticket data for RCA and ensuring follow-up actions are logged and tracked (RCA ownership remains with the defined owner per Client governance). - Perform post-implementation verification steps defined in runbooks to validate corrective actions were implemented. - Knowledge Management and Continuous Service Improvement (operational contributions) - Capture knowledge that assists in resolving service requests in the Client-hosted knowledge repository (when available). - Propose runbook/SOP updates based on observed operational gaps; - submit improvements through the defined approval process. - Provide required operational metrics on a monthly basis (from ticketing and operational logs) as defined by Client service level reporting requirements. - Escalation & Communications - Execute timely escalation to tower L2/L3 owners for incidents/outages complex changes or non-standard scenarios. - Maintain clear and structured shift handoffs (open incidents pending actions SLA risks escalations in-flight).
Qualifications
Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering
Certifications
Cisco Certified Network Associate (CCNA) - Netmetrix SolutionNetmetrix Solution, Oracle Certified Implementation Specialist (Oracle Cloud) - OracleOracle
Required Skills
Agile Methodology, Collaboration Tools, Design Thinking, Inclusion, ITIL Framework, ITIL Practices, Microsoft Access VBA, Personal Effectiveness, Process Automations, Release Management, Robotic Process Automation, Technical Support, Unix Shell Scripting
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Application Support
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.
