Assistant Vice President SRC Crisis Management AP

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 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 and on LinkedIn X YouTube and Facebook.
Inviting applications for the role of Assistant Vice President - SRC Crisis Management AP
Crisis Manager Senior Lead is responsible for leading internal and external support teams across a defined timezone to ensure timely resolution of all user IT incidents requests and contacts. The role is focused on maximizing quality performance customer service and efficiency while reducing the total cost of IT ownership. This position manages the execution of service operations ITSM processes across the GDO organization owns all IT crisis resolution activities within the timezone and drives incident avoidance through strong problem management alerting event monitoring and automation practices.

Responsibilities
Lead Major Incident Request Event Problem Change and Knowledge Management processes across MGS DT ensuring operational excellence alignment with global standards and a strong focus on continuous improvement. Handle high-impact incidents within the shift ensuring timely executive communication and coordination with global resolution teams.
- Drive effective Crisis and Major Incident Management collaborating with the global team to enhance Ways of Working and align with the evolving Operational Model.
- Enhance stakeholder engagement and operational escalation management across supported regions through structured service reviews proactive care and continuous improvement of change and incident management processes.
- Lead the evolution and transformation of digital service desk channels enabling future-ready scalable and user-centric support models through automation self-service and modern omnichannel capabilities.

Qualifications we seek in you!
Minimum Qualifications
Strong ability to lead multi-layered IT organizations and cross-functional support teams. Experience working in follow-the-sun support models.
Deep experience in leading major incident and crisis response efforts with excellent communication under pressure.
Solid understanding of ITIL v4 ITSM process ownership (Incident Change Problem Knowledge Event).
Familiarity with ServiceNow monitoring/ observability tools and ERP environments
Ability to influence senior stakeholders across geographies delivering structured service reviews escalations and proactive care.
Experience working with observability tools and driving efficiency through intelligent monitoring alerting and automation.
Knowledge in modern service desk technologies: chatbots self-service portals AI-driven ticket deflection omnichannel support.
Strong interpersonal skills able to lead globally distributed teams and work effectively in multicultural hybrid environments.
Experience with process optimization Lean/Agile improvements and service delivery transformation.

Preferred Qualifications/ Skills
Masters degree in a relevant field.
Certifications in cloud technologies like AWS Certified Solutions Architect or Azure Solutions Architect Expert.
Proven track record of leading successful cloud transformation projects.

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.