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,

Inviting applications for the role of  Principal Consultant – Production Support 

As Analyst IT Operations, you will be involved in 247 L2 Production Support in an onshore-offshore model and is assigned to receive, analyze and identify solutions for all types of priority production issues/tickets. You will be the Primary technical got-to resource, work in shifts on rotation basis, and may have to provide on-call support in 247 environment, and during non-business hours when needed. You should be able to handle the technical issues independently and must be able to exhibit being hands-on, pro-active, with flexible schedule and quick adapter to meet organizational needs.

 

Specific responsibilities of the beneficiary include (but not limited to), supporting the production support team and their work assignments, service levels, design execute process improvements and undertake tasks as needed to allow the production support Manager to focus on the overall service improvements.

 

Resource will be the key in identifying remediation tasks and implement solutions to reduce number of production incidents, Interaction with business users for requirement clarification and resolution of incidents reported, responsible for root cause analysis for major incidents.

 

Resource will be the key in providing workaround solution of production batch issues, assign tickets to team members, track fixing of issues and verification of the break-fixes, performing root cause analysis of issues and arriving at a permanent fix to avoid recurrence of the issues, process improvement to improve system stability and performance.

 

Ensure compliance with corporate standards, policies and regulations (SOX, PHI, and PII etc). This role will collaborate with teams spanning multiple business units

 

Offshore: All are on rotational basis: M-F rotation among two shifts 9 hours each between (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST: Work from office India).

   Sat-Sun US Eastern Holiday : rotation among 3 shifts (6:30 AM IST- 3:30 PM IST or 12:30 – end 9:30 PM IST or 9:15 PM IST-6:30 AM IST): Work from office India

 

Responsibilities 

Troubleshooting batch events in technologies listed below

Perform analysis code deployment of recurring problems, provide recommendations and work with outside teams to identify/implement solutions  

Perform analysis and provide recommendations to enhance support processes such as documentation and/or monitoring.

Experience in Production support/maintenance in an onshore-offshore model environment

Must have and proven strong Analytical, positive attitude towards analyzing, recovery and fix an issue

Must have hands-on development experience and can deep dive into issues in the technologies related to: Unix/Linux shell scripting, PL/SQL, Informatica 10.4 (Power Center), Additionally: SQL Developer/Toad, Putty, Control M Scheduling , Teradata SQL Assistant, Teradata Viewpoint, SAP etc

Release/Deployment, Operational Readiness,  Production Governance is a must. 

Assure quality, security and compliance requirements are met for supported areas.

Must be a team player and this position will work closely with other vendors and internal technical partners

Analyze performance trends and recommend process improvements to ensure SLA's are met.

Must be a self-starter, quick learner/adapter of new/required technologies to meet the project requirements to support day-2-day support activities

Ability to understand complex problems, identify root causes and remain goal-oriented within a dynamic environment

Working experience in Retail/Pharmacy area is a plus

Willing to learn new technologies as needed

Proven high performer, demonstrated by consistent high-performance reviews, exceptional customer service management

Basic understanding of application development/architecture, change management, incident and problem management is a plus.

No Remote/work from Home preferred 

 

Qualifications we seek in you 

Minimum Qualifications /skills

 

Bachelor's degree or foreign equivalent in Computer Science, Information Systems, Engineering, or related field is required.

Working experience in Retail/Pharmacy area is a plus

Willing to learn new technologies as needed

 

Preferred qualifications /skills

Computer competency and literacy in Microsoft Windows applications especially with Excel, Word, PowerPoint, Outlook is a must.

Strong interpersonal and communication skills, including the ability to interact at all levels of the organization in person and over email is a plus.(Senior Leadership, Business Leadership, Technical resources, 3rd party vendors)

Commitment to shift is a must 

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.