Sr. Engineer - IT Service Management 4B

1401 Genpact India Pvt. Ltd.; Mumbai; Hybrid; INR 2,000,000 - 4,200,000; Full time

Job summary

Genpact is seeking a Sr. Engineer to lead IT Service Management initiatives in a hybrid Mumbai setting. You will shape ITSM processes, guide ITIL-aligned practices, and mentor the team while driving proactive service improvements and strong KPI adherence.

The role requires ITSM leadership, cross-functional collaboration, and a focus on delivering reliable, customer-centric IT services with measurable business impact.

Qualifications

• Bachelor's degree in a relevant field or MBA with strong analytical skills.
• ServiceNow certification or equivalent in ITSM tooling is a plus.

Responsibilities

• Define, design, transition and continually improve ITSM lifecycle and KPIs.
• Guide development processes following ITIL v3 lifecycle best practices.
• Drive continuous service improvement with proactive planning and customer focus.
• Ensure service maturity meets KPIs and customer expectations.
• Maintain ITSM docs, policies, and procedures for cost-effective support.
• Lead ITSM projects and mentor junior team members.

Skills

Agile Methodology

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Incident Management

Inclusion

Personal Effectiveness

Storytelling

Language English

Education

Bachelors - Commerce

Bachelors - Economics

Bachelors - Finance

Masters - Business Administration

Masters - Business Analytics

Job description

Sr. Engineer - IT Service Management

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

• Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools
• Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v3 (2011) lifecycle
• Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture, and improving the accountability of delivering effective and efficient services
• Ensure the capability of services being managed matures as per agreed KPIs or desired customer level
• Support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)
• Oversee the documentation and communication of the processes, policies, and procedures for obtaining the correct, timely and cost-effective IT support
• Maintain oversight and understanding of technical advances, trends and industry best practices in IT Service Management technologies, sourcing strategies, procedures, and changing consumer needs
• Provide ITSM leadership experience and coaching processes
• Develop, implement, and maintain ITSM processes and procedures;
• Manage and administer ITSM tools and systems;
• Analyze and improve service delivery workflows to enhance efficiency;
• Collaborate with cross-functional teams to address IT service issues and escalations;
• Lead ITSM projects and initiatives to enhance service quality and performance;
• Conduct regular assessments and audits to ensure compliance with ITIL best practices;
• Provide mentorship and guidance to junior ITSM team members;
• Act as a subject matter expert on ITSM best practices and technologies.

Qualifications

• Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
• Certifications ServiceNow Certified Application Developer - ServiceNowServiceNow

Required Skills

• Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, Personal Effectiveness, Storytelling
• Language English (Required)
• Language Proficiency - Proficient - C2

Additional Job Location - Job Type Regular Master Skill List - IT Service Management Remote Type - Hybrid 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.

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. We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow. Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.