Senior Principal Consultant IT OPS

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were 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 innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Senior Principal Consultant - IT OPS
In this role you will lead IT operations across the Europe Middle East and Africa (EMEA) region ensuring seamless infrastructure support and crisis management. You will coordinate technical teams manage executive-level communications and drive digital transformation initiatives within IT operations.
Responsibilities
Serve as Tier 2 support for IT Infrastructure and Lead Major Incident and Crisis Management activities
Coordinating technical teams and managing executive-level bridge calls and communications.
Conduct Post-Incident Reviews (PIRs) documenting root causes and driving preventive actions.
Monitor alerts from MGS Monitoring Centre tools perform event correlation and reduce false positives to prevent user impact.
Collaborate with third-level support teams to drive proactive and reactive Problem Management and implement permanent fixes.
Act as Technology Lead for one or more domains working to reduce incident recurrence and improve system reliability.
Support project teams during service transitions ensuring smooth integration of new technologies into operations.
Train and coach Service Desk (L1) agents enhancing the Knowledge Base and leading handover sessions.
Provide premium support for executive users (ECS) ensuring high-touch service and discretion.
Contribute to digital transformation initiatives by identifying automation and AI opportunities within IT Operations.

Qualifications we seek in you!
Minimum Qualifications
Bachelors degree in information technology business administration or a related field.
Familiarity with ServiceNow or other IT service management tools.
Experience with monitoring platforms like Splunk Dynatrace or DataDog.
Knowledge of Microsoft 365 SAP Unix and networking
Experience in Technical Domain Expertise (e.g. Infra SAP Cloud)
Experience in on Crisis Management Executive Communication Advanced Incident Resolution (beyond L1 scope) Root Cause Analysis Problem Management Event/Alert Triage Monitoring Systems
Must have Customer-centric mindset
Ability to Knowledge sharing and peer coaching
Experience in Continuous improvement and digital innovation focus
Excellent communication and interpersonal skills.
Ability to work collaboratively in a multicultural environment.
Preferred Qualifications/ Skills
Masters degree in a relevant field.
Exposure to automation gen AI or chatbot tools.

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.