Process Associate - Security Operations Engineering Desk 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 implementdata, 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 Process Associate - Security Operations Engineering Desk Analyst

In this role, Security Operations Engineering Desk Analyst delivers frontline security monitoring, investigates alerts, and collaborates with engineering teams to strengthen detection and response capabilities.

Responsibilities

Central Intake, Triage, and Execution (Runbook-Based)

· Serve as the single front door for cybersecurity service requests, alerts, and operational tasks across in-scope towers (IAM, Network, ZTNA/NAC/DNS, Email, WAF, Data/Cloud where routed).

· Perform runbook-based triage to determine impact, severity, affected services/users, and required response path.

· Execute standard actions as defined in approved SOPs/runbooks (e.g., basic containment steps, verification checks, routine operational tasks) and route to the appropriate tower owner when engineering judgment is required.

· Perform accurate queue mapping and work assignments in the ITSM tool (correct categorization, priority/severity tagging, routing, and SLA clocks).

Service Request Fulfillment (as per Client procedures)

· Execute service requests for in-scope security tools/services consistent with SLAs and the associated ticket instructions.

· Ensure all actions taken are recorded in the Client tracking tool (ticket updates, status, resolution/next steps, escalation notes).

· Support end-to-end ticket management: updates, requester communication, and closure confirmation aligned with defined procedures.

· Respond to urgent, business-critical, and VIP service requests per established escalation and handling procedures.

Evidence Capture, Logging, and Audit Support (operational execution)

· Collect and store cybersecurity evidence of testing, execution, and change-management activities as required to support SOX and other audit needs (per defined processes).

· Maintain sufficient logs/data/evidence artifacts produced through operations (ticket evidence, screenshots, console exports, time-stamped actions) as required by compliance/certification expectations for the in-scope services.

· Support requests from Client for information/evidence to support audits by retrieving and packaging operational artifacts from tickets and standard repositories.

Change, Incident, and Problem Operations Support

· Support change execution that is pre-approved and documented via runbooks; ensure change tickets are complete and evidence is attached.

· Participate in issue resolution meetings as requested; provide operational status and artifacts.

· Support problem management by identifying recurring operational patterns, contributing ticket data for RCA, and ensuring follow-up actions are logged and tracked (RCA ownership remains with the defined owner per Client governance).

· Perform post-implementation verification steps defined in runbooks to validate corrective actions were implemented.

Knowledge Management and Continuous Service Improvement (operational contributions)

· Capture knowledge that assists in resolving service requests in the Client-hosted knowledge repository (when available).

· Propose runbook/SOP updates based on observed operational gaps; submit improvements through the defined approval process.

· Provide required operational metrics on a monthly basis (from ticketing and operational logs) as defined by Client’ service level reporting requirements.

Escalation & Communications

· Execute timely escalation to tower L2/L3 owners for incidents/outages, complex changes, or non-standard scenarios.

· Maintain clear and structured shift handoffs (open incidents, pending actions, SLA risks, escalations in-flight).

Qualifications we seek in you!

Minimum Qualifications

· Bachelor’s degree in computer science, Information Systems, Cybersecurity, or equivalent experience.

· Experience in 24×7 operations with shift-based support and disciplined handoff practices.

Preferred Qualifications/ Skills

· Demonstrated ability to follow documented procedures precisely and maintain strong operational quality (ticket hygiene, evidence quality, and SLA discipline).

· ITIL foundations (preferred), security operations certifications (preferred: Security+, SC-200 or equivalent practical experience).

· Comfortable working in a regulated environment with strict audit/evidence expectations and segregation-of-duties discipline.

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.