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.

QUALIFICATIONS WE SEEK IN YOU!Minimum Qualifications

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

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

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 YOU!Minimum 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.