Principal Consultant IT Ops Analyst

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

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 on LinkedInX YouTube andFacebook.

Inviting applications for the role of Principal Consultant - IT Ops

In this role you will lead major incident response coordinate technical teams ensure service reliability and support executive users while driving automation and continuous improvement across 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

ServiceNow or other ITSM tools

Monitoring platforms (e.g. Splunk Dynatrace DataDog)

Familiarity with Microsoft 365 SAP Unix Networking

Crisis Management & Executive Communication

o Advanced Incident Resolution (beyond L1 scope)

o Root Cause Analysis & Problem Management

o Event/Alert Triage and Monitoring Systems

Technical Domain Expertise (e.g. Infra SAP Cloud)

Behavioural & Leadership Competencies:

o Strong collaboration across global teams

o Customer-centric mindset

o Knowledge sharing and peer coaching

o Continuous improvement and digital innovation focus

Preferred Qualifications/ Skills

Exposure to automation/AI/chatbot tools (preferred)

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.

Required Experience:

Staff IC

Ready to build the future with AIAt 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 ...