Principal Consultant Problem Manager – Azure

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 Principal Consultant - Problem Manager Azure
We are seeking an experienced Problem Management professional with strong working knowledge of Azure infrastructure and software services to support enterprise IT operations. The role focuses on root cause analysis governance corrective and preventive action tracking and trend analysis working closely with Incident Major Incident Engineering and Change teams.
This position is delivery focused and governance oriented ensuring recurring and high impact incidents are analyzed systemic issues are eliminated and service stability improves over time.
Responsibilities
Own and manage the end to end Problem Management lifecycle from intake through closure
Review Major Incidents and recurring incidents to identify problems and initiate Problem Records
Facilitate or participate in Post Incident Reviews (PIRs) and validate incident timelines and contributing factors
Perform structured Root Cause Analysis (RCA) (e.g. 5 Whys fault tree technical analysis)
Define track and govern corrective and preventive actions ensuring clear ownership and timelines
Work closely with Azure infrastructure application SRE and engineering teams to drive permanent fixes
Provide Problem Management governance including compliance checks escalation of delays and ownership gaps
Produce weekly and monthly reports dashboards and trend analysis for management and leadership
Identify systemic risks and improvement opportunities across applications infrastructure and cloud services
Qualifications we seek in you!
Minimum Qualifications
Strong Hands on experience in Problem Management (ITILaligned) on experience in Problem Management (ITIL aligned)
Working knowledge of Microsoft Azure services including:
oAzure IaaS & PaaS concepts
oVirtual Machines Networking Storage
oApplication services and cloud infrastructure basics
Experience working with software applications and infrastructure teams
Strong RCA skills and ability to distinguish symptoms vs root causes
Experience with ITSM tools (ServiceNow strongly preferred)
Excellent documentation communication and stakeholder management skills
Ability to work independently in an offshore model with global stakeholders

Preferred Qualifications/ Skills
ITIL v3 or ITIL v4 certification
Experience supporting enterprise or large scale cloud environments
Exposure to Major Incident Management and PIR facilitation
Familiarity with Azure monitoring logging or reliability concepts
Experience generating executivelevel reporting and dashboards
Participation in critical PIRs and governance calls as required
Strong collaboration with Incident Technical and Leadership teams

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.