Job Description

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 , 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 , 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 and on , , , and .
Inviting applications for the role of Lead Consultant - Problem Management
In this role, you will be responsible for managing the lifecycle of all problems within the IT environment. The role focuses on identifying root causes, preventing incidents, and minimizing the impact of recurring issues. The Problem Manager works closely with Incident Management, Change Management, and other IT teams to ensure service stability and continuous improvement.
Responsibilities
Own and manage the Problem Management process in alignment with ITIL best practices.
Perform root cause analysis (RCA) for major incidents and recurring issues.
Maintain and update the Known Error Database (KEDB) and ensure workarounds are documented.
Collaborate with Incident Managers and technical teams to identify trends and eliminate underlying problems.
Drive proactive problem management by analyzing incident data and identifying potential risks.
Coordinate with Change Management to implement permanent fixes.
Prepare and present problem reports and dashboards to stakeholders.
Ensure compliance with SLAs and KPIs for problem resolution.
Facilitate Problem Review meetings and maintain clear communication with stakeholders.
Promote a culture of continuous improvement within IT operations.
Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelor's degree in IT, Computer Science, or related field.
ITIL Foundation certification (Intermediate or Expert preferred).
Good experience in IT Service Management, with good experience in Problem Management.
Strong analytical and troubleshooting skills.
Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
Excellent communication and stakeholder management skills.
Ability to work under pressure and manage multiple priorities.
Preferred Qualifications/ Skills
Knowledge of Incident, Change, and Configuration Management processes.
Familiarity with root cause analysis techniques (e.g., Kepner-Tregoe, Fishbone Diagram).
Experience in reporting and data analysis using tools like Power BI or Excel.
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.

Skills Required