Lead Consultant – Technical Operations Analyst

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 Lead Consultant Technical Operations Analyst
Technical Operations Center (TOC) is a control center for monitoring critical production systems. As a TOC Administrator you are responsible for monitoring systems and coordinating incident responses to resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring infrastructure and will investigate verify report communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the Company ABC user community and leadership about outages upgrades IT challenges etc. Candidates will also work with the technical teams to write up outage summaries and Root Cause Analysis (RCA) reports for senior management to understand the business impact and corrections to prevent future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies with the opportunity to grow into more advanced roles.
Responsibilities
Customer Service
Act as single point of contact and liaison between business and IT as well as between multiple IT groups.
Take ownership of problematic issues and manage until complete and/or engage the appropriate support groups to ensure issues are completed in a timely manner.
Maintain a general understanding of the business and functions being supported to provide relevant solutions.
Maintain awareness of service level agreement targets to help meet or exceed requirements.

Diagnose Research & Resolve Support Requests
Respond to support requests made via telephone e-mail and ticketing portal to resolve technical issues.
Route tickets to the appropriate support group and alert team members to action items as needed.
Perform basic troubleshooting and document steps taken within ticket.

Monitoring
Monitor system performance for all mission critical applications to identify trends and gather data.
Identify recurring and potential problems to escalate situations to senior team members.
Respond to alerts and notifications open severity tickets and open/manage bridge lines during outages.
Send incident reports to business and IT with updates of all system degradation and outages.
Perform smoke tests to ensure all systems are operational.
Escalate to senior management immediately if checkpoint fails or rollback is required.
Qualifications we seek in you!
Minimum Qualifications
Excellent written and oral communication skills. Always maintains professional and respectful tone with all customers both internal and external.
Understands the importance of taking ownership of an issue and being accountable for escalating following up and sending out updates in a timely fashion.
Self-motivated individual who is determined to further his/her career by utilizing down time for studying and improving knowledge and understanding of monitoring tools.
Preferred Qualifications/ Skills
System Administration
Splunk
SQL / JQL
Report writing
Logging & Monitoring Systems
Application Performance Monitoring
Knowledge of ITIL
Team Lead Experience

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.