Sr. Engineer - IT Service Management 4B

1401 Genpact India Pvt. Ltd.; Pune District; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid Work

Job summary

Genpact is hiring for a Senior Engineer - IT Service Management to lead production support and ITSM initiatives. You will gather requirements, create user stories, and translate technical concepts for business teams while handling incident management, RCA, and SLA tracking.

The role involves deep technical troubleshooting, collaboration with cross-functional teams, and supporting UAT to ensure solutions meet business needs. Hybrid work location in India.

Qualifications

• Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent IT experience.
• Proficiency in Snow and Jira preferred.
• In-depth technical knowledge of systems, networks, and software.
• Understanding of .NET technology based applications.

Responsibilities

• Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria, Agile/Scrum Methods.
• Stakeholder Communication: Translate technical concepts for business teams and business goals for developers.
• Production Support: Incident Management, RCA, SLA Tracking, Ticketing Systems.
• Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, categorize severity.
• Deep Troubleshooting: Investigate application errors, integration blocks, and performance lags.
• Testing & Implementation: Support UAT and verify final solutions meet requirements.

Skills

Agile Methodology

Incident Management

Client Relations

Collaboration Tools

Design Thinking

Executive Presence

Storytelling

English Proficiency

Education

Bachelor's degree in IS/CS

MBA

MBA in Analytics

Tools

Snow

Jira

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 foreground 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

Business Analyst with Production Support Experience

• Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum Methodologies
• Stakeholder Communication: Translate technical concepts for business teams and business goals for developers
• Production Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing Systems
• Ticket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severity
• Deep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lags
• Standard Resolution: Fix basic requests using predefined runbooks and standard operating procedures (SOPs).
• Alert Monitoring: Watch dashboards, real-time alerts, and system health metrics (CPU, memory, disk space)
• Cross-Team Collaboration: Work alongside Business Users, infrastructure, database administrators (DBAs), and L3 software developers on root cause analysis (RCA)
• Initial Escalation: Route complex or unresolved technical issues quickly to the L3 team within target SLAs.
• Testing and Implementation: Support user acceptance testing (UAT) and verify final solutions match requirements

Minimum qualifications

• Bachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experience
• Preferred Skills: Proficiency in using Snow, Jira
• In-depth technical knowledge of systems, networks, and software.
• Understanding of .NET technology based applications.
• Advanced ticketing and incident management systems
• Strong analytical thinking and attention to detail.
• 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 - Advanced - C1
• Additional Job Location - Job Type Regular Master
• Skill List - IT Service Management
• Remote Type - Hybrid Work
• Shift - Night 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.