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 Senior Associate - ITIL In this role a person will follow a process to manage the Problem Management process This person will coordinate between IT Infra application departments to ensure the timely resolution of major incidents RCAs follow a detailed process of problem management and resolution management Will make independent decisions regarding new processes and procedures for the improvements of Problem Management process This role will also require working in US Hours Responsibilities Lead manage and continuously improve procedures for Problem Incident Management Leads Problem Management bridge calls ensures prompt action on behalf of all teams involved Make recommendations to management regarding improvements and concerns Deliver high-quality incident management and problem management for any high severity issues Drive reduction in Mean Time to Repair MTTR by improving the problem management processes Prioritize incidents and problems based on urgency and impact to the business Write and maintain documentation for problem protocols processes and standards Engage and coordinate relevant personnel from all teams during problem resolution Improve internal incident and problem communication strategies Collaborate with problem owners technical owners stakeholders to investigate root causes and facilitate resolution in adherence with established SLAs Qualifications we seek in you Minimum Qualifications Bachelor s degree in information technology engineering or a related field Worked in IT service management being Problem Incident Manager or a similar role Tech support experience is helpful Experience and tenacity in driving resolution of complex issues always stay calm even in bad crisis situations Excellent written and verbal communication skills are a must The ability to effectively communicate is significant Ability to analyse a high volume of technical data and work in a rapid-paced environment Experience leading teams to support meeting a contractual service level agreement ITSM experience especially with Problem Change and Incident Management Preferred Qualifications Skills Knowledge of tools such as ServiceNow JIRA Advanced Excel will be added advantage Why join Genpact 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 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 JobSenior Associate Primary LocationIndia-Noida ScheduleFull-time Education LevelBachelor s Graduation Equivalent Job PostingSep 29 2025 4 38 29 PM Unposting DateOct 30 2025 1 29 00 PM Master Skills ListConsulting Job CategoryFull Time