Engineer - Infrastructure Services S

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Deliver management information, including PPIs, important metrics and reports and analyze for process improvement
• Report status of problems in appropriate format to executive leadership, functional teams and other partners
• Provide status reports focused on service performance, demonstrating professional service level management of definition and ways of measuring
• Consultancy on process gaps of the Major Incident Process during business hours
• Review recurring incidents to determine which need to be identified as Problem
• Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications
• Support Service Design & Service Transition (Service Introduction) processes and activities e.g. training of new partner
• Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations. Provide input related to service performance of the changes to be used in evaluating the business impact
• Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area
• Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
• Coordinate the execution of root cause analysis for critical issues
• Suggest improvements for the Incident & Problem management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved.
• Responsible for delivering process trainings
• ITIL Foundation & ITIL Service Operation certification
• Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution;
• Working Experience of ServiceNow (Ticketing tool)
• Excellent English interpersonal skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
• Excellent knowledge, experience and excellence within the specific area of Incident and Problem Management

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

AWS Certified Cloud Practitioner - PluralsightPluralsight, AWS Certified Solutions Architect - Associate - UdemyUdemy, Azure Solutions Architect Expert - MicrosoftMicrosoft, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, TECHBRIDGE - AWS CLOUD PRACTITIONER - GenpactGenpact

Required Skills

Agile Methodology, Applications Support, Backup Management, Cloud Applications, Collaboration Tools, Database Administration, Database Maintenance, Database Management, Database Monitoring, Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, Oracle Exadata Database Machine, Oracle Solaris, OS management, Personal Effectiveness, Security Operations Management, Server Infrastructure, ServiceNow Platform, Storage Management, Storytelling, Windows Deployment Services (WDS), Windows Server Support

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Infrastructure Services S

Remote Type -

Hybrid

Work Shift -

Rotating (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter 
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
• 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 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.