Job Description - Trust and Safety - Senior Process Associate – English – Onsite Dublin (HMS061414)
Trust and Safety - Senior Process Associate – English – Onsite Dublin - HMS061414
Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook .
Inviting applications for the role of Trust and Safety - Senior Process Associate – English – Onsite Dublin
In this role, you will support customers in English via Chat, email, and other support tools.
The Reliability workflows combine manual investigation and validation with automated detector alerts to identify, triage, and drive resolution of breakages and regressions across product portfolio. By investigating, validating, and providing supplemental analysis on alerts, these workflows help to identify and address root causes of regressions, helping to ensure that metrics return to expected thresholds. Through use of multiple investigation tools, in-depth data analysis + interpretation, and clear insights reporting, this workflow enables Engineering teams to quickly comprehend and resolve issues. Reliability workflows include Functional Reliability, Crashes, App Size, and Experiment Exposures
Responsibilities
· Review and triage 100% of functional reliability alerts triggered by automated detectors within defined SLA windows, determining if alerts represent true user-facing breakages or false positives.
· Investigate crash rate anomalies triggered by monitoring systems, including reproduction attempts, crash log analysis, and spike validation.
· Quantify and report changes in binary/app size by comparing current builds against baselines, analyzing code diffs, and configuration changes.
· Monitor and validate alerts across key signal types, maintain feedback loop with Client Product Operations Managers until the issue is fully resolved.
· Triage experiment-related issues by reviewing detector-generated tasks and validating experiment-induced regressions through root cause analysis and test reproduction.
· Provide Engineering partners with clear summaries of active investigations, including root cause hypotheses, data insights, and resolution blockers, suggested next steps, at the cadence defined by client teams.
· Respond to Engineering requests for additional investigation or data with a documented feedback loop, with updates provided at agreed checkpoints and within defined SLAs.
· Escalate severe regressions by following pre-defined severity and impact guidelines, with rationale and signal-based justification documented for each escalation.
· For each regression resolved, validate resolution using time-series dashboards and detector outputs to confirm metrics have returned to expected thresholds.
· Maintain a shared resolution tracking system with Product Operations Managers and Engineering that captures fix status, regression lifecycle stage, and validation outcomes. Compile actionable investigation summaries for technical and non-technical audiences, including root cause analysis, from multiple sources.
Qualifications we seek in you!
Minimum Qualifications
· Strong situational awareness to understand resolution progress and how to appropriately interact with Engineering who are working on fixes.
· Ability to read and interpret time-series data, dashboards, and detector outputs to identify real regressions vs. noise.
· Experience in software and hardware testing cycles, including different release processes/cadences and the impact of release management on product testing and bug fixes, including launch blocking issues, and how workflows integrate with reliability guardrails and alerting.
· Investigate and report on system behavior using debugging and monitoring tools (e.g. Android Logcat, Xcode Console, Chrome DevTools, Postman, Sentry, and Firebase).
· Develop clear, concise reporting based on data extracted from metrics dashboards and system health tools (e.g. Looker, Tableau, New Relic).
· Demonstration of strong analytical, critical thinking, and problem-solving skills in all deliverables, including accurately validating alert conditions, capturing task data, and tracking ownership and resolution workflows.
· Familiarity with how Engineering debug reliability issues, including awareness of what context is most useful (ex. timestamps, diffs, test results, affected cohorts, etc).
· Working knowledge of SQL for querying logs, investigating trends, and identifying patterns across bug reports or user sessions.
· Experience interpreting / investigating user-reported issues, troubleshooting, stack traces, QA, crash logs, or other testing-focused, analytical role.
· Ability to synthesize complex metrics, logs, or time series findings into concise summaries tailored to an Engineering audience, including proactively flagging contributing factors such as experiment variants, user cohorts, or other changes that may explain anomalies.
Preferred Qualifications/ Skills
· Familiarity with A/B testing / experimentation platforms and their impact on product behaviour and reliability.
· Demonstrated experience verifying code rollback effectiveness or validating post-deployment changes.
· Ability to support root cause analysis, including offering hypotheses based on trends, code ownership, and timing.
· Working knowledge of client-server architectures, APIs, and backend systems. Regex to filter or extract patterns from logs, payloads, or console outputs during triage, JSON for structured config/log formats, Python for basic automation or data parsing, writing and optimizing SQL queries.
· Read API specs, inspect request/response formats, and use tools to validate functionality or investigate issues.
· Version control familiarity to review code diffs, analyze change history, and identify regression-introducing commits.
· Demonstrated experience building dashboards to understand service health and related metrics.
· Familiarity with triaging stack traces and identifying patterns via tooling.
· Advanced usage of tagging, automation rules, and triage workflow optimization.
· Experience maintaining SOPs, playbooks, or triage documentation
· Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
· Make an impact – Drive change for global enterprises and solve business challenges that matter
· Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
· Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
· 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 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.
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