Technical Analyst

Genpact; Jaipur; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact is seeking a Technical Analyst – 2 to join its Experience IT Operations team in Jaipur. The role provides 24x7 proactive and reactive support for enterprise platforms, applications, infrastructure, and cloud resources, with a focus on ticket triage and quality service.

You will work with SREs, handle escalations, maintain documentation, and participate in on-call rotations, with training and mentorship to grow into advanced engineering or service delivery paths.

Qualifications

• Minimum 3 years of progressive IT experience.
• 2+ years of English-language technical support via phone, email, and ticketing.
• 1+ year using ITSM/PSA tools (e.g., Jira Service Management, ServiceNow).
• Hands-on with Microsoft Stack, Azure, Office 365; basic AWS and containerization (Kubernetes/AKS).
• Solid networking basics (VPN, firewalls, load balancers, DNS, CDN/WAF).
• Experience with observability/logging tools (New Relic, Azure Monitor/Log Analytics, CloudWatch, Elastic).
• Strong English communication; self-motivated and able to work rotating shifts.

Responsibilities

• Provide frontline IT support and ticket lifecycle management.
• Triage incidents and escalate as needed; perform root cause analysis.
• Monitor web apps, servers, and related technologies for proper triage.
• Document knowledge Base updates and run scheduled maintenance.
• Collaborate across shifts and with SREs and clients.
• Work in rotational office shifts and participate in on-call rotations.
• Ensure utilization targets in billable role.
• Maintain dashboards and perform log analysis and capacity planning.

Skills

IT support

English proficiency

ITSM tools

Azure knowledge

AWS exposure

Kubernetes / AKS

Networking basics

Observability tools

Cloud & DevOps

Collaboration

Tools

Jira Service Management

ServiceNow

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.

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 nonbusiness 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