Technical Analyst

Genpact Ltd.; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Genpact Ltd. in Bengaluru is seeking a Technical Analyst – 2 to join the Experience IT Operations team, delivering 24x7 proactive and reactive support for end-users, apps, infrastructure, and cloud resources.

The role emphasizes ticket triage, rapid escalation, and quality IT service delivery, with collaboration across SREs and clients. It includes on-call rotations, documentation, and scheduled maintenance to advance career paths.

Qualifications

• 3+ years of progressive IT experience required.
• 2+ years in technical support/troubleshooting via phone, email, and ticketing in English.
• Experience with ITSM/PSA tools (e.g., ServiceNow, JSM).
• Hands-on experience with Microsoft stack, Azure, Office 365, and basic exposure to AWS and containerized environments (Kubernetes/AKS).
• Fundamental networking concepts (VPN, firewalls, load balancers, DNS).
• Familiarity with monitoring/log analytics tools (New Relic, Azure Log Analytics, Azure Monitor, CloudWatch, Elastic).
• Excellent English communication; self-motivated and collaborative in rotational shifts.

Responsibilities

• Quality support in a fast-paced environment.
• Front-line ticket handling and lifecycle management in defined systems.
• Apply technical knowledge for triage of web apps, servers, and related tech.
• Alert, triage, route/escalate, or resolve system/app issues.
• Identify recurring issues and assist root-cause analyses and reports.
• Work with ITIL frameworks and use monitoring dashboards.
• Support Azure/AWS/O365, AKS, and CI/CD workflows; participate in on-call rotations.
• Produce quality documentation and assist in maintenance, patches, and deployments.
• Collaborate across shifts and ensure accurate hand-offs.

Skills

English communication

Time management

Problem solving

Documentation

Team collaboration

On-call readiness

Attention to detail

Tools

ServiceNow

Atlassian JSM

Kubernetes

AKS

CI/CD

Azure

AWS

New Relic

Azure Monitor

LogicMonitor

Elastic

Job description

Brief Description about role:

Technical Analyst – 2 (TA-2) will be part of the Genpact Experience IT Operations team, providing 24x7 proactive and reactive support in a fast-paced and dynamic environment.

The Technical Analyst -2 (TA-2) will focus on proper ticket management, handling multiple clients and tasks simultaneously, provide timely ticket triage, ticket responses and updates, and enjoy providing quality technical support for end-users, applications, infrastructure, and cloud resources.

The TA-2 works closely with Site Reliability Engineers (SRE), Senior Technical Analysts, and clients while supporting enterprise platforms such as Microsoft Azure, O365, Amazon Web Services (AWS), and client commerce platforms. Responsibilities include handling escalated incidents, system administration, KB documentation updates/execution, and scheduled maintenance activities. The ideal candidate demonstrates strong time management and prioritization skills, is eager to learn, exhibits outside-the-box thinking, and maintains an approachable attitude. Training and mentorship will be provided to help the candidate grow into advanced engineering or service delivery paths.

Responsibilities:

• Quality work: Provide quality professional support in a fast-paced environment
• Ticket Handling/Management: Provide front-line support for incoming requests and create/manage tickets in the defined ticketing system(s) throughout the ticket life cycle
• Applying technical knowledge: Maintain good understanding of web applications, servers, and related technologies for proper triage efforts
• Issue handling: Alert, triage, route/escalate, and/or resolve system and/or application issues.
• Problem analysis: Identify recurring issues and assist in root cause analysis and related report generation.
• ITIL familiarity and application of knowledge: Work with ITIL frameworks
• Monitoring tools: Use tools like LogicMonitor, New Relic and tools within Azure/AWS
• Cloud exposure: Experience working with Azure, O365, and AWS solutions
• DevOps Familiarity: Familiarity with DevOps principles and experience with troubleshooting application in Azure Kubernetes Service (AKS). This should include basic hands‑on experience working with AKS and a solid grasp of CI/CD workflows
• Communication skills: Demonstrate strong English proficiency (reading, writing, speaking)
• Documentation: Produce quality documentation which requires carefully reviewing documents to ensure they meet defined standards
• On call rotations: Participate in on call rotations which includes initial incident response and/or escalation support
• Monitoring dashboards: Monitor various dashboards and alerting systems throughout your shift and triage accordingly
• Performance tuning: Support log analysis, performance tuning, and capacity planning.
• Maintenance: Conduct scheduled maintenance, patching, and deployments.
• Collaboration: Collaborate across shifts and share updates on findings. This includes providing accurate details for ticket hand-off and/or support
• Shift work: Work from office in rotational shifts
• Additional coverage: At times, provide coverage during non business hours when required and/or provide additional coverage as needed
• Billable role: Meet required utilization targets
• Other duties: Perform additional responsibilities as assigned

Minimum Requirements:

• Experience: A minimum of 3 years of progressive IT experience required
• Support Experience: 2+ years providing technical support/troubleshooting via phone, email, and ticketing systems in English
• ITSM / PSA Tools: 1+ years of experience using ITSM/PSA solutions (e.g., Atlassian JSM, ServiceNow)
• Cloud & Tech Stack: Hands‑on operational experience with Microsoft Stack, Microsoft Azure, Office 365, and basic exposure to AWS and containerized environments (Kubernetes / AKS)
• Networking Basics: Understanding of fundamental networking concepts (VPN, firewalls, load balancers, DNS, CDN/WAF)
• Observability & Logging: Hands‑on experience with monitoring and log analytic tools (e.g., New Relic, Azure Log Analytics, Azure Monitor, CloudWatch, or Elastic)
• Communication: Exceptional oral and written English communication skills
• Work Style: Self‑motivated, collaborative, detail‑oriented, and comfortable working in rotational shifts