Sr. Engineer - IT Service Management 4B

Genpact; Pune District; Hybrid; INR 900,000 - 1,300,000; Full time

Job summary

Genpact is seeking a Sr. Engineer - IT Service Management-focused Business Analyst with production support experience. You will bridge end-users and technical teams, diagnose live system issues, translate operational issues into functional requirements, and manage incidents through to resolution.

You’ll work across teams to ensure SLAs are met and support UAT for final implementations. Responsibilities include requirement gathering, gap analysis, and creating user stories with acceptance

Qualifications

• Bachelors degree in IS, CS, or related IT field or equivalent IT experience.
• Proficient in using Jira and ServiceNow for incident management.
• Understanding of .NET-based applications and related tech.
• Strong analytical thinking and attention to detail.

Responsibilities

• Business Analysis: Requirement gathering, gap analysis, user stories with acceptance criteria.
• Production Support: incident management, RCA, SLA tracking, ticketing.
• Logging & triage: capture issues via helpdesk tools and categorize severity.
• Cross-team collaboration with business users, infrastructure, DBAs, and L3 engineers.
• Testing and UAT support to verify solutions meet requirements.

Skills

Agile Methodology

Incident Management

Jira

ServiceNow

English Proficiency

Stakeholder Communication

Production Support

Education

Bachelors - IS/CS/related field

Tools

ServiceNow

Jira

Snow

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 DescriptionBusiness Analyst with Production Support ExperienceIn this role, Business Analyst with production support experience bridges the gap between end-users and technical teams by diagnosing live system issues, analyzing root causes, managing incident tickets, and translating operational issues into functional requirements / User Stories for permanent software / Product fixesResponsibilities:Business Analysis: Requirement Gathering, Gap Analysis, User Story Creation with Acceptance Criteria’s, Agile/Scrum MethodologiesStakeholder Communication: Translate technical concepts for business teams and business goals for developersProduction Support: Incident Management, Root Cause Analysis (RCA), Service Level Agreement (SLA) Tracking, Ticketing SystemsTicket Logging & Triage: Receive user issues via helpdesk tools, capture error details, and categorize severityDeep Troubleshooting: Perform advanced technical investigation into application errors, integration blocks, and performance lagsStandard 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 requirementsMinimum qualificationsBachelor’s degree in business information systems (IS), computer science or related field, or equivalent-related IT experiencePreferred Skills:Proficiency in using Snow, JiraIn-depth technical knowledge of systems, networks, and software.Understanding of .NET technology based applications.Advanced ticketing and incident management systemsStrong analytical thinking and attention to detail.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 -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -IT Service ManagementRemote Type -HybridWork 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 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.