Tech Lead - Infrastructure Services N 4C

3202 GENPACT CANADA SERVICES COMPANY; Alberta; Hybrid; CAD 52,000 - 95,000; Full time

Job summary

Genpact Ltd. is seeking a Tech Lead – Infrastructure Services with strong expertise in monitoring, observability, and ITOM to shape the enterprise strategy.

The role involves leading event management, integrating monitoring platforms, and driving automation and AIOps in a hybrid Canada working model. Responsibilities include KPI establishment, dashboard leadership, and cross-team collaboration with infrastructure, cloud, and operations to enhance service health and visibility.

Qualifications

• Bachelor degrees listed under Qualifications.
• Certifications CISSP and CCNP are noted as part of the qualifications.

Responsibilities

• Define and drive the enterprise monitoring and observability strategy and roadmap.
• Lead Event Management, including correlation, deduplication, enrichment, alert optimisation and incident integration.
• Drive integration across monitoring platforms, ServiceNow ITOM, CMDB and automation tools.
• Performance Optimization: Implement advanced telemetry and health checks for network devices and server clusters, focusing on reducing noise and improving mean time to detect (MTTD) for critical infrastructure issues.
• Provide leadership across ServiceNow ITOM, ACC, Event Management and ITOM dashboards.
• Optimise platforms such as LogicMonitor and New Relic, including monitoring coverage and tool rationalisation.
• Establish monitoring KPIs and improve service health visibility and operational dashboards.
• Drive adoption of AIOps, automation and proactive/predictive monitoring.
• Collaborate with infrastructure, application, cloud, and operations teams on end‑to‑end observability.

Skills

Agile Methodology

Cloud Strategies

Cloud Assessment

Client Relations

Design Thinking

Executive Presence

English Language Proficiency

Collaboration Tools

Microsoft Azure Advanced Threat

Oracle WebLogic

People Leadership

Risk Management

Storytelling Language

Education

Bachelor's – Computer Engineering

Bachelor's – Database Management

Bachelor's – Information Systems

Bachelor's – Information Technology

Bachelor's – Network Engineering

CISSP – Workforce Academy Online

Cisco Certified Network Professional (CCNP) – Netmetrix Solution

Tools

LogicMonitor

New Relic

ServiceNow ITOM

CMDB

Automation Tools

AIOps

IBM AIX

IBM Rational ClearCase

Oracle WebLogic

Job description

Tech Lead – Infrastructure Services N – 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 front‑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

Responsibilities

• Define and drive the enterprise monitoring and observability strategy and roadmap.
• Lead Event Management, including correlation, deduplication, enrichment, alert optimisation and incident integration.
• Drive integration across monitoring platforms, ServiceNow ITOM, CMDB and automation tools.
• Performance Optimization: Implement advanced telemetry and health checks for network devices and server clusters, focusing on reducing noise and improving mean time to detect (MTTD) for critical infrastructure issues.
• Provide leadership across ServiceNow ITOM, ACC, Event Management and ITOM dashboards.
• Optimise platforms such as LogicMonitor and New Relic, including monitoring coverage and tool rationalisation.
• Establish monitoring KPIs and improve service health visibility and operational dashboards.
• Drive adoption of AIOps, automation and proactive/predictive monitoring.
• Collaborate with infrastructure, application, cloud, and operations teams on end‑to‑end observability.

Qualifications

• Bachelors – Computer Engineering
• Bachelors – Database Management
• Bachelors – Information Systems
• Bachelors – Information Technology
• Bachelors – Network Engineering

Certifications

• Certified Information Systems Security Professional (CISSP) – Workforce Academy Online
• Cisco Certified Network Professional (CCNP) – Netmetrix Solution

Required Skills

• Agile Methodology
• Apple Mac OS
• Cisco Identity Services Engine (ISE)
• Client Relations
• Cloud Assessment
• Cloud Strategies
• Collaboration Tools
• Design Thinking
• Executive Presence
• IBM AIX
• IBM Rational ClearCase
• Inclusion
• Microsoft Azure Advanced Threat Protection
• Oracle WebLogic
• People Leadership
• Personal Effectiveness
• Risk Management
• Storytelling Language
• English Language Proficiency – Proficient – C2

Job Details

• Additional Job Location
• Job Type Regular
• Master Skill List – Infrastructure Services
• Remote Type – Hybrid Work
• Shift – Flex Time (Canada)
• Compensation Range – 52,000 to 95,000 CAD

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.

Equal Opportunity Employer

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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.