Sr. Engineer - Operations Support 4B

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

Job summary

Genpact India Pvt. Ltd. invites a Sr. Engineer - Operations Support to join a fast-moving, AI-driven environment. You will perform business analysis, incident management, RCA, SLA tracking, and cross-team collaboration to ensure stable production services.

You will translate technical concepts for business teams, log and triage issues, support UAT, and implement solutions aligned with requirements, using SOPs and runbooks, while monitoring system health and performance metrics.

Qualifications

• Bachelor’s degree in IS/CS or related IT field or equivalent experience.
• Strong knowledge of incident management, RCA, and SLA tracking.
• Experience with Agile/Scrum methodologies and stakeholder communication.
• Proficiency in Snow, Jira; .NET-based applications understanding; advanced ticketing systems.
• Analytical thinking, attention to detail, and problem-solving mindset.

Responsibilities

• Business Analysis: requirement gathering, gap analysis, user stories with acceptance criteria.
• Production Support: incident management, RCA, SLA tracking, ticketing systems.
• Log & triage: capture errors, categorize severity, escalate when needed.
• Deep troubleshooting: investigate application errors, integrations, performance issues.
• Testing & implementation: support UAT and verify solution meets requirements.
• Cross-team collaboration with业务 users, infrastructure, DBAs, and L3 developers.

Skills

Agile Methodology

Applications Support

Cloud Applications

OS management

DataCenter Management

Executive Presence

Security Operations

ServiceNow Platform

Education

Bachelor's degree in IS/CS

Master's in Business Administration

Master's in Business Analytics

CISSP Certification

CKA Certification

CSAM Certification

ITIL Foundation Certificate

ServiceNow Certified App Developer

Tools

Snow

Jira

.NET

Kubernetes

Job description

Sr. Engineer - Operations Support

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

Business Analyst with Production Support Experience

Responsibilities

• 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
• Certified Information Systems Security Professional (CISSP) - Workforce Academy Online
• Certified Kubernetes Administrator (CKA) - CNCF (Cloud Native Computing Foundation)CNCF (Cloud Native Computing Foundation)
• Certified Software Asset Manager (CSAM) - Pearson VUEPearson VUE
• ITIL Foundation Certificate in IT Service Management - AxelosAxelos
• ServiceNow Certified Application Developer - ServiceNowServiceNow

Required Skills

• Agile Methodology
• Applications Support
• Backup Management
• Client Relations
• Cloud Applications
• Collaboration Tools
• Database Administration
• Database Maintenance
• Database Management
• Database Monitoring
• Design Thinking
• Enterprise Resource Planning (ERP)
• Executive Presence
• Inclusion
• Oracle Exadata Database Machine
• Oracle Solaris
• OS management
• Personal Effectiveness
• Security Operations Management
• Server Infrastructure
• ServiceNow Platform
• Storage Management
• Storytelling
• Windows Deployment Services (WDS)
• Windows Server Support

Language English (Required)

Language Proficiency - Advanced - C1

Additional Job Location - Job Type Regular Master Skill List - Operations Support 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.