Lead Consultant, IT Management Specialist! 

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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Lead Consultant, IT Management Specialist!

We are seeking a dedicated and experienced IT Management professional with relevant experience. The ideal candidate will be responsible for overseeing day-to-day IT operations, ensuring effective incident management, coordinating across teams, managing escalations, and delivering regular reporting through ServiceNow (SNOW). The role demands strong communication skills, a proactive approach to problem-solving, and a commitment to service excellence.

Key Responsibilities:

• Lead and manage the Incident Management process, ensuring timely resolution and minimal business impact.

  
  

• Coordinate with internal teams and external vendors for resolution of technical issues.

  
  

• Handle escalation management by ensuring timely communication, resolution tracking, and closure.

  
  

• Generate and analyze reports using ServiceNow (SNOW) to identify trends, bottlenecks, and areas for improvement.

  
  

• Work closely with cross-functional teams to maintain smooth IT operations and service delivery.

  
  

• Ensure adherence to defined SLAs and KPIs related to IT service management.

  
  

• Participate in root cause analysis for major incidents and help implement corrective actions.

  
  

• Maintain detailed documentation for incidents, processes, and standard operating procedures.

  
  

• Support continuous improvement initiatives within the IT operations framework.

  
  

Qualifications we seek in you!

Minimum Qualifications / Skill

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

  
  

• Hands-on experience with ServiceNow (SNOW) for incident tracking and reporting.

  
  

• Strong skills in coordination, communication, and stakeholder management.

  
  

• Ability to handle multiple incidents and escalations simultaneously.

  
  

• Experience in generating dashboards, trend reports, and performance analytics from SNOW.

  
  

• Understanding of ITIL practices and frameworks.

  
  

• Strong documentation and process management skills.

  
  

Preferred Qualifications:

• ITIL Foundation certification or higher.

  
  

• Experience working in large-scale or global IT environments.

  
  

• Proficiency in Excel, Power BI, or other reporting tools for visualization and analytics.

  
  

• 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.