Description

Business Analyst with Production Support Experience

In this role, Business Analyst with production support experience bridges the gap between end-users and technical teams by diagnosing live system issues, analyzing root causes, managing incident tickets, and translating operational issues into functional requirements / User Stories for permanent software / Product fixes

Responsibilities:

- Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum Methodologies
- Stakeholder Communication: Translate technical concepts for business teams and business goals for developers
- Production Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing Systems
- Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severity
- Deep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lags
- Standard Resolution: Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
- Alert Monitoring: Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space)
- Cross-Team Collaboration: Work alongside Business Users, infrastructure, database administrators (DBAs), and L3 software developers on root cause analysis (RCA)
- Initial Escalation: Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
- Testing and Implementation: Support user acceptance testing (UAT)



and verify final solutions match requirements

Minimum qualifications

- Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience

Preferred Skills:

- Proficiency in using Snow, Jira
- In-depth technical knowledge of systems, networks, and software.
- Understanding of .NET technology based applications.
- Advanced ticketing and incident management systems
- Solid analytical thinking and attention to detail.

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Service Now Certified Application Developer - Service NowService Now

Required Skills

Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, Personal Effectiveness, Storytelling

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

IT Service Management

Remote Type -

Hybrid

Work Shift -

Night Job (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.

📌 Sr. Engineer - IT Service Management 4B (India)
🏢 1401 Genpact India
📍 India