Sr. Engineer - IT Service Management 4B

About the job

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 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

In 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 fixes

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 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

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.