Sr. Engineer - IT Service Management 4B

Genpact; Mumbai; Hybrid; INR 1,400,000 - 2,100,000; Full time

Job summary

Genpact in Mumbai is seeking a Sr. Engineer - IT Service Management to define, design, transition and continually improve the ITSM lifecycle across processes, metrics and KPIs.

You will mentor junior ITSM staff, ensure SLAs/OLAs are met, oversee ITSM tools, and lead projects to enhance service quality, while staying aligned with ITIL best practices in a fast-moving, innovation-driven environment.

Qualifications

• Bachelor's or Master's degree as listed in Education
• Experience in IT Service Management and ITIL best practices
• Proven ability to lead ITSM initiatives and mentor teams

Responsibilities

• Define, design, transition and continually improve the IT Service Management lifecycle, including processes, roles, metrics, KPIs, and tools
• Provide guidance to development processes, ensuring integration across ITIL lifecycle
• Oversee documentation of processes, policies, and procedures for cost-effective IT support
• Lead ITSM projects and initiatives to enhance service quality and performance
• Mentor junior ITSM team members and act as SME on ITSM best practices

Skills

Agile Methodology

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Incident Management

Inclusion

Personal Effectiveness

Storytelling

Education

Bachelor's - Commerce

Bachelor's - Economics

Bachelor's - Finance

Master's - Business Administration

Master's - Business Analytics

Tools

ServiceNow

Job description

Sr. Engineer - IT Service ManagementReady 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.QualificationsBachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business AnalyticsCertificationsServiceNow Certified Application Developer - ServiceNowServiceNowRequired SkillsAgile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Incident Management, Inclusion, Personal Effectiveness, StorytellingLanguageEnglish (Required)Language Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -IT Service ManagementRemote Type -HybridWork Shift -Day Job (India)Why join Genpact?Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome 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.