Sr Technical Consultant - Genesys

Role overview

Sr Technical Consultant - Genesys at Orange Business

Responsibilities

• Assist Operation manager in preparing dashboards & reports by providing key inputs.

Employment details

• Location: NAVI MUMBAI [INDIA], MUMBAI [INDIA]

Application details

• Cross-functional Technical Coordination: Ability to coordinate L1/L2/L3 teams, application, network, infrastructure, telephony, security, vendors and business stakeholders to resolve complex production issues.

About the employer

• Join us at Orange Business!

Benefits

• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.

Additional role details

• Publication date : Sep 29, 2026, 12:00AM.
• We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
• Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate.
• With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
• Key SPOC for.
• Trend Analysis of Incidents, Service requests and predictive action.
• Preparing Incident & SR analysis dashboard and present to customer.
• Take initiatives to bringdown incident/SR counts.
• Analyzing root cause of repetative Incidents and take proactive measures.
• Task distribution, Follow up on Ageing tickets & Escalation to appropriate stakeholders.
• Ensure tickets are addressed within agreed SLA/SLO.
• Preparing & Presenting change tickets in CAB meetings.
• Own problem tickets and Delivering RCA for Problem tickets.
• Creating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc.
• Responsible for the documentation of the ITSM Process integration across processes.
• Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes.
• Understands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.
• Supports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.
• Contribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.
• Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that details pros, cons and risks.
• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments., preferably in enterprise or financial-services environments.
• Additionally essential knowledge of IP telephoney, Contact Center environment, Recording & Cloud infrastructure.
• ITIL-based IT Service Management expertise with strong understanding of Incident, Major Incident, Problem and Change Management processes.
• Incident Management: End-to-end ownership of incidents, including prioritization, SLA management, escalation, stakeholder communication and timely resolution.
• Major Incident Management: Ability to lead P1/P2 incidents, coordinate technical bridge calls, drive cross-functional teams and maintain clear executive/customer communications.
• Problem Management: Strong capability to drive Root Cause Analysis (RCA), identify recurring incidents, define corrective/preventive actions and track permanent resolution.
• Change Management: Experience managing the complete change lifecycle, including RFC creation, impact/risk assessment, approvals, implementation planning, CAB coordination, validation and post-implementation review.
• ITSM Tools & Reporting: Hands-on experience with ServiceNow or equivalent ITSM platforms, including incident, problem, change, SLA, CMDB and reporting capabilities.
• Governance, Compliance & Risk: Strong understanding of change governance, emergency changes, audit requirements, operational controls, risk assessment and adherence to defined ITSM processes.
• Communication & Stakeholder Management: Excellent verbal and written communication skills with the ability to provide executive-level status updates, incident summaries, RCA reports, management dashboards and operational reviews.
• Position will require to work in rotational shifts to support 24 * 7 operations /project assigments.
• You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: Training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Reward Programs: Employee Referral Program, Change Maker Awards.
• At Orange, only your skills matter.
• Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
• Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.