Ready to build the future with AI?

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 what’s 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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of [Principal Consultant], [Incident Manager] [L3]

In this role, a person will follow a process to oversee the Major Incident Management process. This person will coordinate between IT Infra application departments to ensure the timely resolution of major incidents, follow a detailed process of problem management and resolution management.

Will make independent decisions regarding new processes and procedures for the Major Incident Management process. This role is work from office.

Responsibilities

· Designs and continuously improve documented procedures for Major Incident Management.

· Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.

· Make recommendations to management regarding improvements and concerns.

· Deliver high-quality incident management and problem management for any high severity issues.

· Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.

· Prioritize incidents and problems based on urgency and impact on the business.

· Drive Incident Manager training materials and execute training programs.

· Write and maintain documentation for incident protocols, processes, and standards.

· Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies.

· Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.

Qualifications we seek in youMinimum Qualifications

· Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.

Or

· A degree in Computer Science, IT, Systems Engineering or a related qualification.

Preferred Qualifications/ Skills

· Experience working in IT service management, being IM or a similar role. Tech support experience is helpful.

· Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.

· Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.

· Ability to analyze a high volume of technical data and work in a fast-paced environment.

· Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management

· Experience in Change Management; Problem Management and Incident management

· Knowledge of tools such as METIS, JIRA, COMITS will be added advantage.

· Ability to work under minimal supervision.

· Capital Markets Domain knowledge is preferred.

· Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem Change (IPC) Management Experience.

Why join Genpact?

Lead AI-first transformation – Build and scale AI solutions that redefine industriesMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skillsGrow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplaceCommitted to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we buildThrive 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 140,000 coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s 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.