Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of
Process Associate – Product Reliability Analyst
In this role, you will support customers in English via Chat, email, and other support tools.
You will play a central role in ensuring the health and stability of the customer's products. Your work will help Engineering teams to rapidly understand root causes and take action to restore metrics to expected thresholds.
This role is ideal for a detail-oriented, data-driven problem solver who thrives on cross-functional collaboration and continuous improvement in complex systems.
Key Responsibilities
* Review and triage potential product bug alerts within SLA windows.
* Determine validity of alerts and escalate to product engineers
* Investigate crash rate anomalies including log analysis, reproduction attempts, and spike validation.
* Triage potential bugs, reproduce issues, and confirm root causes.
* Collaborate with Engineering to provide hypotheses, insights, and resolution blockers.
* Respond to Engineering investigation requests with timely updates and documented feedback loops.
* Provide concise, actionable summaries tailored for both technical and non-technical audiences.
* Track resolution lifecycle in shared tools
Required Qualifications
* Strong situational awareness and ability to collaborate effectively with Engineering
* Proficient in interpreting time-series data, dashboards, and detector signals to identify real issues vs. noise.
* Hands-on experience with debugging/monitoring tools such Android Logcat, Xcode Console, Chrome DevTools, Postman, Sentry, Firebase.
* Familiarity with release cycles and testing processes in hardware/software development.
* Proven experience investigating user-reported issues, QA bugs, stack traces, and crash logs.
* Skilled in creating clear and concise data-driven reports using tools like Looker, Tableau, or New Relic.
* Working knowledge of SQL for log querying, pattern identification, and metric analysis.
* Understanding of how Engineering teams debug issues and what context (e.g., diffs, timestamps, test results) is needed to accelerate resolution.
* Strong analytical, critical thinking, and problem-solving skills.
Preferred Qualifications
* Familiarity with A/B testing frameworks and how experiments can impact reliability.
* Experience with post-deployment validation, rollback confirmation, and root cause analysis.
* Understanding of client-server architecture, APIs, and backend interaction.
* Basic proficiency with Python, Regex, JSON, and scripting for automation.
* Experience reading API specs and validating endpoints using tools like Postman.
* Familiarity with version control systems (e.g., Git) to review code diffs and regression-inducing commits.
* Demonstrated ability to triage stack traces and optimize alerting workflows.
* Experience building and maintaining dashboards for service health monitoring.
* Ability to maintain SOPs, runbooks, and documentation for alert triage and resolution processes.