Senior Associate - Development Support (ITO083349)

Job Description - Senior Associate - Development Support (ITO083349)Senior Associate - Development Support - ITO083349Genpact (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 Senior Associate - Development SupportIn this role, you will coordinate with end users fully in French and perform basic troubleshooting to identify the exact issue and work toward technical resolution within the defined SLA.ResponsibilitiesSupporting/Troubleshooting Shopfloor Applications and workstations located in Factory site at Belfort/Bourgogne, France.Responsible for resolving technical issues raised by Business users, clients or internal stakeholders directly or through the ticketing systems/Mail/Phone call using SOPs/KBAs/KT docs. Create tickets in ServiceNow on behalf of end users.Coordination with vendor for COTS application and do continual follow up until the fix and track it to closure.Manage and resolve production incidents that include Application outages, job failures, system/data defects, Feature/Functionality failures, Workstation issues.Take ownership of Tickets in Ticketing tool and ensure it is updated in detail with Work notes, status updates and Resolution Notes.Responsible to test the application features, should understand any testing tool.Responsible for patching activity that is scheduled during weekends (As and when required only with less frequency).Document KBAs/SOPs and Prepare RCAs for Problem Tickets.Propose CSIs and add value to the Business.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 genpact.com and on LinkedIn, X, YouTube, and Facebook. #J-18808-Ljbffr