Principal Consultant - IT Ops Analyst

Ready to 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 to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

Inviting applications for the role of Principal Consultant - IT Ops Analyst 

In this role, you will lead major incident response, coordinate technical teams, ensure service reliability, and support executive users while driving automation and continuous improvement across IT operations. 

Responsibilities

• Serve as Tier 2 support for IT Infrastructure and Lead Major Incident and Crisis Management activities 
• Coordinating technical teams and managing executive-level bridge calls and communications. 
• Conduct Post-Incident Reviews (PIRs), documenting root causes and driving preventive actions. 
• Monitor alerts from MGS Monitoring Centre tools, perform event correlation, and reduce false positives to prevent user impact. 
• Collaborate with third-level support teams to drive proactive and reactive Problem Management and implement permanent fixes. 
• Act as Technology Lead for one or more domains, working to reduce incident recurrence and improve system reliability. 
• Support project teams during service transitions, ensuring smooth integration of new technologies into operations. 
• Train and coach Service Desk (L1) agents, enhancing the Knowledge Base and leading handover sessions. 
• Provide premium support for executive users (ECS), ensuring high-touch service and discretion. 
• Contribute to digital transformation initiatives by identifying automation and AI opportunities within IT Operations. 

Qualifications we seek in you! 

Minimum Qualifications

• ServiceNow or other ITSM tools 
• Monitoring platforms (e.g., Splunk, Dynatrace, DataDog) 
• Familiarity with Microsoft 365, SAP, Unix, Networking 
• Crisis Management & Executive Communication 
• Advanced Incident Resolution (beyond L1 scope) 
• Root Cause Analysis & Problem Management 
• Event/Alert Triage and Monitoring Systems 
• Technical Domain Expertise (e.g., Infra, SAP, Cloud) 
• Strong collaboration across global teams 
• Knowledge sharing and peer coaching 
• Continuous improvement and digital innovation focus 
• Exposure to automation/AI/chatbot tools (preferred) 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  
• Root Cause Analysis & Problem Management 
• Event/Alert Triage and Monitoring Systems 
• Technical Domain Expertise (e.g., Infra, SAP, Cloud) 
• Strong collaboration across global teams 
• Knowledge sharing and peer coaching 
• Continuous improvement and digital innovation focus 
• Exposure to automation/AI/chatbot tools (preferred) 
• Lead AI-first transformation – Build and scale AI solutions that redefine industries  

• Behavioural & Leadership Competencies:

• Customer-Centric Mindset

Preferred Qualifications/ Skills

Why Join Genpact?

• 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 to advance your skills  
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace  
• Committed to 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 to 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 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.