Assistant Manager - Voice Operations

48 Applied
Job Description

We are Genpact

From New York to New Delhi and more than 30 countries in between, our 90,000+ curious and courageous employees drive digital-led innovation and digitally-enabled intelligent operations for our hundreds of Global Fortune 500 clients.
Our start-up spirit, coupled with our award-winning decades of solutions and end-to-end process and domain expertise, let us connect every dot, reimagine every process, and go deep to reinvent the world's biggest brands ways of working.
Because of our tremendous success-driven growth, we're rapidly expanding our team of transformational change agentspeople who think with design, dream in digital, solve problems with data and analytics, obsess over operations, focus on the details, and lead change with their curious, incisive, and courageous nature.
If you're a rule-breaker and risk-taker who sees the world differently and are bold enough to reinvent it, we could be a perfect match.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for

We are inviting applications for the role of Assistant Manager, Voice Operations

This role will support the network operations 24X7 for internal IT and work actively on the operational issues along with internal / external stakeholders to recover the systems failure (proactive/reactive).
You will work Incident Management, Problem Management for each incidents/tickets and need to ensure the high uptime to the business.
Your role will be of a Voice L2+ and need to work on various current/upcoming technologies (explained below) to support business needs.


  • Front-end face for Genpact Network Team while participating in internal P1/P2 Incident resolution bridge call
  • Participate in Bridge calls with clients for joint troubleshooting of network issues
  • Work with different Vendors and service Provider for faster and accurate resolution
  • Playing key role for network related incidents and providing key inputs for Problem Management
  • Identifying open risk in the production network and provide input for mitigation
  • Documenting all Changes done in production environment through Change Management process
  • Co-ordination with Vendor for (equipment and telecom) for implementation
  • Bandwidth assessment for voice traffic
  • Hands-on on Avaya Session manager
Qualifications we seek in you!

Minimum qualifications
  • Graduate in engineering/IT
  • CCNA
Preferred qualifications
  • CCNP -Routing and Switching

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. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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