Process Associate

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Job Description - Trust and Safety (Product Reliability Analyst) - Process Associate - English – On Site Dublin (HMS063658)

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 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 Trust and Safety (Product Reliability Analyst) - Process Associate - English – On Site Dublin

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.
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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

Minimum 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.

- 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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