Sr. Analyst - Service Desk S 4B

Genpact; Mumbai City; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Genpact is seeking a Senior Analyst - Service Desk S to lead ITSM tool implementations and process enhancements. The role focuses on monitoring SLAs, guiding incident and change management, and driving service-excellence across cross-functional teams.

You will analyze trends to identify improvements and maintain comprehensive ITSM documentation. The position requires a strong IT service desk background, ITIL knowledge, and excellent stakeholder communication to support enterprise-scale

Qualifications

• Bachelors in Computer Engineering, Database Management, Information Systems, Information Technology or Network Engineering.
• ITIL Foundation certification preferred or required.
• Experience in ITSM and service desk processes.
• Knowledge of incident, problem, change management.

Responsibilities

• Lead the implementation, configuration, and enhancement of ITSM tools and processes.
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement.
• Provide guidance and support in incident management, problem resolution, and change management processes.
• Collaborate with cross-functional teams to drive process improvements and IT service excellence.
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement.
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.

Skills

Agile Methodology

Business Continuity Planning

Client Relations

Collaboration Tools

IT Service Desk

Executive Presence

Mac OS Support

Personal Effectiveness

Storytelling

Workplace Services

Education

Bachelor's - Computer Engineering

Bachelor's - Database Management

Bachelor's - Information Systems

Bachelor's - Information Technology

Bachelor's - Network Engineering

Tools

ITIL Foundation

Job description

Sr. Analyst - Service Desk 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

• Lead the implementation, configuration, and enhancement of ITSM tools and processes;
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;
• Provide guidance and support in incident management, problem resolution, and change management processes;
• Collaborate with cross-functional teams to drive process improvements and IT service excellence;
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.
• Lead the implementation, configuration, and enhancement of ITSM tools and processes;
• Monitor service levels and KPIs to ensure compliance with SLAs and continuous improvement;
• Provide guidance and support in incident management, problem resolution, and change management processes;
• Collaborate with cross-functional teams to drive process improvements and IT service excellence;
• Conduct trend analysis and root cause analysis to identify opportunities for service improvement;
• Develop and maintain ITSM documentation, including policies, procedures, and work instructions.

Qualifications

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

Certifications

• ITIL Foundation - AxelosAxelos

Required Skills

• Agile Methodology
• BIZ dedicated
• Business Continuity Planning (BCP)
• Client Relations
• Collaboration Tools
• Design Thinking
• Engineering Services
• Executive Presence
• Field Support
• Inclusion
• IT Service Desk
• Mac OS Support
• Personal Effectiveness
• Storytelling
• Workplace Services

Language

English (Required)

Language Proficiency

Intermediate - B1

Job Type

Regular

Master Skill List

Service Desk S

Remote Type

Office

Work Shift

Any (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.