Process Developer - UFS Hands & Feet L2 Support

Ready to build the future with AI?
At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Process Developer - UFS Hands & Feet L2 Support
Smart Hands engineers would be deployed at one of the Genpact Site in 24*7 shifts and expected to carry out above mentioned activities. This team is based on different Genpact sites and is responsible for IT Asset readiness and supporting end users reaching out Genpact sites in person after exhausting self-service and remote support possibilities. Rather they play a pivotal role in providing support for all the activities needing Hands & Feet Support on ground. The list of activities performed by this team is as below:
Responsibilities

• Queue Management in Service Now (Helpmate): Monitor, Update log notes, Manage Tickets (Accept, assign, or dispatch), Follow up on open/ageing tickets, User communications, Resolve & Close.
• Ticket Handling: Incident/Service Request/ INC Task/ Change Task, Issue Troubleshooting and Resolution, Escalate to L3/Vendors/relevant teams, ensure timely resolution keeping in mind the KPIs for the function.
• End User Support: User Coordination, Walk-in Support, Hardware Issues (Repair or provide replacement, Post-Replacement Assistance (Enrolment), OS (Imaging)
• Hardware Troubleshooting & Redeployment: First level troubleshooting, OEM coordination, Post OEM repairs quality checks.
• Imaging/Kill Disk/Device Wipe Support/Imaging/Issuance: Kill Disk/Device Wipe: Erase data as per MSA and secure KD certificate, OS Installation (MDT/Smart Deploy), Perform QC and final check, IT Asset Issuance.
• IT Onboarding Support: WOW experience to new joiner, Internal Coordination, Enrolment Support, User Guidance, Timely Updates: Update OB cases as per guidelines.
• Business Critical Incident Support: Acknowledge Incident, Join Bridge, Support on assigned tasks with guidance from SMEs, Resolve & Close the assigned task.
• WI-FI & VC Support: Scheduled monitoring of AP’s, engage WI-FI team, Provide Hands & feet and vendor assistance.
• Business & Client Visit Support: Acknowledge, assign an engineer, perform pre-checks, Coordinate and follow up with CFTs/vendors, On-ground support during the visit, Complete task in Helpmate.
• Floor Walk & Printer Checklist: Conduct scheduled floor walk, ensure no unused assets on the business floor, report unused assets to TAM and ITAM, Checks on shared printers, Engage vendor.
• Executive User Support: OSS team to assist executive users in absence of executive support engineer.
• Projects & Transition Support: Support new transitions, ramp-ups/downs, business migrations, site consolidation projects. Assist with infrastructure projects, including refresh, upgrades, migrations, and new technology rollouts.
• Donation and Disposal Support: Perform Sanitization (Kill Disk), Perform Kill Disk and install OEM Vanilla image for donation, Degauss HDD.
• IMAC Support: Installation, Movement, Transfer, Surrender of Desktops/Laptops/Thin Clients, Printers, Scanner, MFP and Mobile devices from floor.
• General Enquiries.
• Compliance and Integrity: Maintain compliance to Genpact policies and guidelines.
• Visit Support (Client/GLC/Leadership/Events): Acknowledge/Prerequisite capturing/ Ensuring IT Setup readiness including prechecks/ Resource alignment / Communication/ Visit Support till Closure.

Hands & Feet Support for DC and Telecom activities:

• CAT-2&3 Cleaning: Approvals, Change creation, execution on ground through housekeeping resources.
• Data Ports activation: Port mapping detail update, Sharing data if mismatch/ troubleshooting support.
• Network Device stacking/Installation: Assessment/ Pre-configuration/ Installation as per change/power on/data cabling/testing the functionality.
• Server stacking/Installation: Assessment/change request/stacking/powering on/cabling/iLO configuration.
• Network Device un-stacking/decommissioning: Change task/unmounting with accessories/handover to IT store.
• Server un-stacking/decommissioning: Change task/unmounting with accessories/RAID break/handover to IT store
• BAU Incident support: Task assignment/physical support/ device configuration/replacement/console sharing.
• Ramp up and down project support: Assessment/cabling/pre-configuration/ Device stacking/ unstacking.
• AMC Renewal support: Physical audit of CI's/ availability confirmation.
• Facilitating audits: Hygiene checks/Review audit agenda/ Walkthrough support/ documents sharing.
• DC/IT room monthly access reconciliation: Validation with CFT/sharing with DC owner/ securing approvals.
• UPS PPM Activity: Review yearly plan/ secure POA/Impact assessment/ securing approval/change creation/execution.
• Business Transition: Assessment/Infrastructure readiness/ cabling/execution.
• Data base update: Physical validation/update database/upload at designated location.
• New Floor/Site handover: Document review/CMP validation/Providing confirmation/DC owner approval.
• ITSM activity: Risk assessment & creation/ RCA submission/CA-PA remediation.

Structure cabling & dressing: Assessment/ secure approval/change creation/ Executions.

• Escorting vendors and visitors: Securing task/review requestor/escorting in critical location/supervising the task/Providing confirmation.
• CFT collaboration: Reviewing requirement/ setting up call/ assisting/resolving the request.
• Scheduled activities: Ticket assignment/ validation of CI's/ update the information/ ticket closure.
• VLAN Segment Scanning: Infosec approval/Nmap scanning tool & administrative privilege/ Collecting & sharing logs.
• Support ping plotter and Wireshark log: Pre-requisite/ software availability/ approvals/ logs capturing & sharing.

Qualifications we seek in you!
Minimum Qualifications

• Diploma in Electronics & Telecommunication/Computer Engineering or Graduate with years of relevant experience in delivering above activities in ITES/BPO Industry.
• ITIL Version 3 or 4 foundation trained. Certification would be an added advantage.
• Strong domain knowledge and technical orientation.
• Knowledge of network and server devices

Preferred Qualifications/ Skills

• Customer Service and Problem-Solving attitude.
• Good communications skills in English and local Language.
• Should be able to deliver on tight timelines
• 24/7 rotational shifts, including weekends and holidays
• Work from Office

Why join Genpact?

• Lead AI-first transformation – Build and scale AI solutions that redefine industries
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
• 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.