Lead Engineer - Application Support 4C

Genpact Ltd.; Gurugram District; Ibrido; INR 900.000 - 1.500.000; Tempo pieno

Descrizione del lavoro

Genpact Ltd. in India is seeking an IT Support Supervisor/India to lead the IT Service Desk team and ensure high-quality end-user support for desktop OS, Office 365, VPN, and incident resolution in a hybrid work setting.

Reporting to Manager – IT Service Desk, you will evaluate staff performance, plan training, develop policies, and generate service metrics while guiding a local team. The role requires a High School Diploma or College Diploma, ITIL familiarity, and strong leadership with fluent

Competenze

• High school diploma or college diploma with continuing tech education.
• Experience in supervisory/managerial IT service desk role.
• Strong leadership and communication to manage service desk staff.

Mansioni

• Lead the IT Service Desk staff in India delivering end-user support.
• Evaluate performance, provide feedback, and conduct reviews.
• Develop and implement service desk policies to improve productivity.
• Generate reports on service desk performance for upper management.
• Respond to chats and tickets; escalate issues as needed.
• Provide desktop, O/S, Office, and VPN support; manage AD and Day-to-day operations.

Conoscenze

Leadership

Communication

Problem solving

ITIL Framework

MS Office

Active Directory

Windows OS

VPN & Remote support

Formazione

High School Diploma

College Diploma

Continuing education in technology

Strumenti

IT service management tools

Azure/Entra

Descrizione del lavoro

Lead Engineer, Application Support

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. 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

The IT Support Supervisor/India is responsible for managing the Service Desk Technicians in India ensuring high-level and efficient end-user support in the use of technology and applications within the domain. They will play a pivotal role in ensuring the smooth operation of IT support services. This is a hybrid role of a Service Desk Specialist and Supervisor in which they will respond to chats and resolve tickets as well as supervise the local team.

REPORTS TO: Manager – IT Service Desk

JOB FUNCTIONS

Helpdesk Support

Evaluate the performance of service desk staff, provide feedback, and conduct performance reviews.

Identify training needs and facilitate professional development opportunities for team members.

Ensure high levels of customer satisfaction by addressing and resolving customer queries and complaints efficiently.

With guidance from the Service Desk Manager, develop and implement service desk policies and procedures to improve productivity and service quality.

Generate reports on service desk performance and present them to upper management.

Respond to chats as well as tickets entered into the IT Help Desk System.

Escalate issues to other IT groups as appropriate.

Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:

Desktop O/S – Windows / MacOS

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Messaging support

Mobile Device support

Software specific to

Workstation virus protection

Remote Desktop

Spyware removal utilities

Remote access support (VPN, VPN for RDP and RDS).

Active Directory user and device administration.

Workday connectivity and navigation, and name change support.

Teleconference support, Teams and Zoom.

Provide quotes to obtain approval for computer equipment purchases.

Desktop, laptop and printer hardware support.

New workstation configurations and setup.

Peripheral Support including the following:

Local and network printers

Mobile device configuration & support

Limited server and network/router troubleshooting/support.

Skills/Experience

Required Skills

Strong leadership, communication, and problem-solving.

Proficiency in IT service management tools.

Excellent troubleshooting and analytical skills

Excellent communication (phone and in person) skills to effectively support end-users.

Must be able to fluently communicate in English (both verbal and written communication)

Proficient with Windows desktop/laptop operating systems.

Proficient with configurations and setup of PC’s, printers and Mobile devices.

Working knowledge of Windows network operating system and Active Directory and Azure/Entra.

Knowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).

Ability to work independently.

Experience

Previous experience in a supervisory or managerial role within an IT service desk environment is typically required.

Education

High School Diploma required

College Diploma (or equivalent experience)

Continuing education in technology-related courses a plus

Qualifications

Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering

Certifications

AWS Certified Cloud Practitioner - Pluralsight, AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS), ITIL Foundation - Axelos, STI Certified Call Center Professional (CCCP) - Cornerstone, VMware Certified Professional (VCP) - Vmware

Required Skills

Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, ITIL Framework, ITIL Practices, Microsoft Access VBA, People Leadership, Personal Effectiveness, Process Automations, Release Management, Risk Management, Robotic Process Automation, Storytelling, Technical Support, Unix Shell Scripting

Language

English (Required)

Language Proficiency -

Proficient - C2

Job Type

Regular

Master Skill List -

Application Support

Remote Type -

Office

Work Shift -

Day Job (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.