Job Description
Description
Rightpoint, a Genpact company (NYSE: G) is a global experience leader. Across 12 offices work with clients end-to-end, from defining and enabling vision, to ensuring ongoing market relevance. Our diverse teams lead with empathy, data and creativity—always in service of the experience. From whiteboard to roll-out, we help our clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens. Rightpoint has been recognized among the top customer experience consultancies in The Forrester Wave™: Customer Experience Strategy Consulting Practices, Q4 2020.Are you someone who wants to create change in the way business is done? Do you want to work with inspired and like-minded intrapreneurs? Us too! We take our work very seriously, but we have fun doing it. And we’re searching for passionate, talented people to join the Rightpoint team.Our Commitment to YouNo matter who you are, where you come from, who you love, what you believe, or what you get excited about, we bring people together to make phenomenal work. That's what makes us Rightpoint!
What You'll Do and The Impact You'll Make:
- Provides professional, remote application support in a fast-paced environment (hybrid onsite availability preferred Hyderabad or Bangalore)
- Day to day ITSM ticketing, triage, and L2 technical support for end-users and application.
- Proactive work includes project support, system administration and maintenance tasks as assigned.
- Work with a 24x7 support team in a fast paced and dynamic environment
- Provide front line remote support for incoming requests and manages these requests in the Help Desk ticketing system as they progress towards resolution. Responsibilities includes triaging, routing (and handling escalations from other support tiers), alerting, issue isolation, troubleshooting and resolution of systems and applications
- Identifies recurring problems, works with the team to identify the root cause, then plans and executes the necessary steps to eliminate possibility of reoccurrences
- Contribute to the Knowledgebase
- Triage software application issues
- Perform debugging procedures
- Prepare and support product launch/go-lives Conduct scheduled maintenance, patching, and deployments
- Implement, deploy, and migrate systems and applications
- Take part in the pager rotation to provide support coverage during non-business hours and provide additional coverage as needed
- Prepares hand-offs for global team
- Coordinates incident communication and triage
What We'd Love to See:- Several years of relevant IT experience in Service Desk, Application, and System Support
- Demonstrable experience as an application support engineer in a related field
- Proficient knowledge on one or more programming languages: React, Java Full Stack (Spring Boot, Kafka), CSS/HTML, MobX, Typescript,
- General knowledge of Web Application Web Servers, Web Technologies
- Understanding of ITSM/ITIL (Incident/Problem Management) and ticketing systems
- Understanding of Splunk
- Good verbal and written communication skills. This is an end-user facing role and will require daily communication over the phone and via written communication (email updates/ticket updates)
- Ability to troubleshoot and resolve application and system issues
- Exceptional documentation skills and attention to detail for documentation (processes/procedures, environment diagrams, etc.)
Benefits and Perks at Rightpoint- Flexible PTO – If you need a day off or an extended vacation, take the time!
- Hybrid work environment: Casual and open office or Remote…You choose!
- Great insurance coverage (Multiple Options) and flexible spending accounts
- 401K with Company Matching
- Regular Cultural & Social Events including: Community Volunteer Opportunities, Happy Hours, Team Outings, Intramural Sports, and more
- Monthly WFH stipend (non-taxed)
- Continuous Training, Certifications, and Learning Opportunities
- Diversity, Equity, & Inclusion: We care about making Rightpoint a more diverse, equitable, and inclusive organization to bring about meaningful and measurable changes to representation, team member experience, and client engagement. Here's how:
- Employee Resource Groups (ERG): Our ERGs are created and run by team members who share a common community, identity, or allyship. Right now, our ERGs include Parents, Pride, POC, and Womxn. These groups play a vital role in contributing to Rightpoint’s inclusive environment where all are valued and empowered to succeed
- Partnerships: Out-in-Tech, POINT Foundation, WomenHack, Girls Inc., and more!
- Mentorship Program
EEO Statement Rightpoint, a Genpact Company, 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. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
