Lead Consultant - IT OPS Sr Analyst AP

Ready build the future with AI?  

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions help global enterprises work smarter, grow faster, and transform at scale. From large-scale models 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI create tomorrow, today. Get know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Lead Consultant - IT OPS Sr Analyst AP 

In this role, you will manage incidents by registering, routing, tracking, and closing them in the ticketing system. You will troubleshoot operating systems, applications, and devices, handle service requests, prepare reports, maintain procedures, and ensure excellent customer rapport while adhering to service level agreements. 

Responsibilities

• Incident Management – Including registration, routing, tracking and closure of Incidents in the Ticketing System. 
• Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to: 

• Ms Operating Systems

• Productivity Suites – MS Office (earlier as well as later versions) 
• All commonly available "Off the Shelf" applications. 
• Handle tickets related to IE, Network, VPN and related issues. 
• Basic troubleshooting of PCs, printers, scanners and fax machines. 
• Troubleshoot incidents on mobile devices like Android and iPhone. 
• Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively. 

• Windows Live Meetings

• Facilitate Service Requests such as IMACs and dispatch appropriate resolver group within the organization or a third-party vendor pursuant the Standard Operating Procedures for resolution. 
• Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software. 
• Interact with all the appropriate departments within IT in order identify problems and/or restore the service. 
• Document and maintain IT Service Desk related Standard Operating Procedures. 
• Maintain the appropriate service level agreement (SLA) on all tickets. 
• Accurately classify and document incidents and service requests.  
• Monitor and address tickets coming through self-service portal. 
• Establish and maintain excellent rapport with external customers. 
• Identify and learn appropriate software/hardware used by the organization. 
• Provide end-to-end user support by following up with end user confirm the ticket resolution/closure. 

Qualifications we seek in you! 

Minimum Qualifications

• Service Desk experience in PC software and hardware support in a corporate environment. 
• Familiar with ITIL framework. 
• Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10. 
• Expertise in Active Directory administration, including creation of domain/exchange accounts. 

• Excellent Troubleshooting Skills.

• Good interpersonal skills and attention to customer service. 
• Ability to work effectively in a fast-paced environment. 
• Ability to communicate effectively. 
• Ability to effectively prioritize incidents and service requests. 
• Ability to work flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary. 

Preferred Qualifications/ Skills

• Master’s degree in a relevant field. 
• Exposure automation, gen AI, or chatbot tools. 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications advance your skills  
• Master’s degree in a relevant field. 
• Exposure automation, gen AI, or chatbot tools. 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Make an impact – Drive change for global enterprises and solve business challenges that matter  
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications advance your skills  

• Networking Certification

Why Join Genpact?

• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build  
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas 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 trace, 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 creating a dynamic work environment that values respect and integrity, customer focus, and innovation.   
Furthermore, please note that Genpact does not charge fees process job applications and applicants are not required pay participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying apply, or purchasing equipment or training.