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 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 innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.

Inviting applications for the role of Lead Consultant - Problem Management Services

In this role you will be responsible for coding testing and delivering high quality deliverables and should be willing to learn new technologies.

Responsibilities

Major Incident & Problem Management

• Lead and manage the resolution of high-impact incidents across diverse technology platforms.
• Ensure timely escalation coordination and communication with technical teams leadership and business stakeholders.
• Drive post-incident reviews root cause analysis and continuous improvement initiatives.
• Maintain and enhance the Major Incident Management framework and documentation.
• Strong understanding of system architecture and infrastructure.
• Responsible of identifying analyzing and resolving the root causes of recurring incidents or potential issues in the system.
• Experience with monitoring tools observability tools Datadog.
• Familiarity with incident and change management processes.
• Ability to analyze logs metrics and traces to diagnose issues.
• Fair understanding of Root cause analysis and Preventive & Corrective Actions.

Strong understanding of system architecture and infrastructure.

Responsible of identifying analyzing and resolving the root causes of recurring incidents or potential issues in the system.

Experience with monitoring tools observability tools Datadog.

Familiarity with incident and change management processes.

Ability to analyze logs metrics and traces to diagnose issues.

Fair understanding of Root cause analysis and Preventive & Corrective Actions.

Technology Understanding & Azure Exposure

• Possess a solid understanding of IT infrastructure applications and cloud environments.
• Familiarity with Microsoft Azure services and architecture to support incident triage and resolution.
• Collaborate with cloud and infrastructure teams to ensure effective incident handling in Azure-hosted environments.

SRE

Utilize SRE principles to reduce incident impact and improve system resilience.

• Support automation and monitoring initiatives that enhance incident detection and response.

Reporting & Analytics

• Generate and present incident reports using Excel PowerPoint Power BI and Microsoft Flow.
• Build dashboards and visualizations to track incident trends SLA performance and operational metrics.
• Provide clear and concise reporting to leadership and stakeholders during and after major incidents.

Communication & Stakeholder Engagement

• Communicate effectively with technical and non-technical audiences during high-pressure situations.
• Deliver real-time updates and post-incident summaries with clarity and professionalism.
• Foster strong relationships across teams and departments to ensure smooth incident resolution.

Shift Flexibility

• Willingness to work in a rotating 24x5 shift model including early mornings evenings and overnight shifts.
• Provide coverage during critical business hours and off-peak times as needed.

Preferred Background

• Experience in the insurance domain is a strong advantage.

Qualifications we seek in you!

Minimum Qualifications

Relevant years of experience as a Major/Critical Incident Manager.

Excellent knowledge experience and excellence within the specific area of Major Incident Management

ITIL Trained Tested and Certified. (ITIL Foundation Certified)

Excellent English communication skills (written and oral) with experience interacting with all levels of management both within Company and Customer organizations.

Advance Knowledge of Microsoft Excel.

Resource should be stable no frequent job changes. Should have spent at least 18 months in current organization.

Preferred Qualifications/ Skills

Strong interpersonal and teamwork skills

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.