Lead Engineer - Application Support 4C

Genpact Ltd.; Gurugram District; Ibrido; INR 1.200.000 - 1.800.000; Tempo pieno

Vantaggi offerti da questo lavoro

World-class learning opportunities

Career advancement

Descrizione del lavoro

Genpact, a global leader in AI-powered business transformation, seeks a Lead Engineer for IT Application Support in India. The role blends supervision with hands-on helpdesk support, guiding a local team while ensuring top-tier user assistance across Windows, Office apps, and networking tools.

Ideal candidates bring leadership, ITIL expertise, and strong communication in English, with a background in service desk environments and college-level tech education.

Competenze

• 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.

Mansioni

• Lead and supervise service desk staff to ensure high-quality end-user support.
• Develop and implement service desk policies and procedures to improve productivity and service quality.
• Respond to chats and tickets via the IT Help Desk System and escalate as needed.
• Provide quotes to obtain approval for computer equipment purchases.
• Oversee day-to-day operations of the India IT service desk and mentor the team.
• Coordinate with other IT groups to resolve complex issues.

Conoscenze

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

Formazione

High School Diploma

College Diploma

Bachelors - Computer Engineering

Bachelors - Computer Science

Bachelors - Information Technology

Masters - Software Engineering

Strumenti

MS Office

Descrizione del lavoro

Job Description:

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.

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

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

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.