Shift Lead Wind Turbine Helpdesk Analyst
3 weeks ago
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 Shift Lead Wind Turbine Helpdesk Analyst.
Location: Schenectady, NY (onsite)
Duration: Fulltime
We are looking for a dedicated and responsible Shift Leader to oversee operations during designated shifts. The Shift Leader will be responsible for delegating tasks, resolving issues, maintaining high levels of customer service, and ensuring that all policies and procedures are adhered to during their shift.
Responsibilities
Operations - 70%
- Real time monitoring and response of Renewable Energy power generating assets.
- Perform remote troubleshooting applying Remote Operations Center Fault Handling Procedures and Special Instructions.
- Escalate and communicate to next level of fleet support when remote troubleshooting is not effective ensuring to provide any relevant information to aid in additional support.
- Interface with site team and customer operation center when observe network interruption or loss of communication between power assets and Monitoring System.
- Monitor the ROC notifications for customer requests during the shift and take the necessary actions immediately.
- Follow ROC procedures to drive standardized global practices.
- Proficiently communicate with internal and external customers via written and verbal communication.
- Document all work performed via guidelines in approved procedures and appropriate playbook via provided digital tools.
People Management – 30%
- Direct report responsibility, including the oversight, development, performance management, and overall well-being of a team of 5-10 people.
- Own shift performance through a combination of real time team dashboard/ performance queue monitoring, team mentoring, and oversight.
- Align and engage with other team leaders and management daily to address performance issues, delivery gaps, concerns and/or training & development needs where applicable.
- Manage team call-off schedule and always ensure proper staffing/ coverage.
- Contribute towards the ideation and development of solutions to meet client delivery expectations and drive Genpact performance.
Qualifications we seek in you
Minimum Qualifications
- Enthusiastic and proactive team leader, with excellent people leadership skills.
- Strong understanding of business performance management, setting up KPI’s, SLA’s, and other related Performance metrics.
- Excellent written and verbal communication skills.
- Able to create & maintain relationships easily.
- Ability to think critically and make quick decisions.
- Ability to work effectively in team environment.
- Excellent problem solver, hyper logical and goal-oriented thinker.
- Excellent PC skills, experience using MS Office, MS Outlook, and Excel.
- Must be able to work variance shifts required for 24x7 operations.
Preferred Qualifications/ Skills
- Experience in renewable energy generation.
- Experience with industrial plant maintenance.
- Experience with maintenance and troubleshooting Programable Logic Controllers (PLC’s).
The approximate annual base compensation for this position is $58,000 to $64,000. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity.
Los Angeles, California based candidates are not eligible for this role. Schenectady, NY area candidates are eligible for this role only.
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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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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