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 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 Principal Consultant - IT OPS Manager EMEA

In this role, you will be responsible for delivering 24/7 IT support. This includes Level 1 (Service Desk) and Level 2 (Service Resolution Center) operations. The role focuses on people leadership, crisis management, KPI delivery, and fostering a user-centric, digitally enabled support culture. The manager ensures operational continuity, drives continuous improvement, and develops team capabilities while maintaining alignment with global service standards.

Responsibilities

Lead and manage a team of 8-10 IT associates across Level 1 (Service Desk) and Level 2 (Service Resolution Center), ensuring delivery of high-quality, user-centric IT support across multiple digital channels (e.g., phone, chat, email, self-service, chatbot).*
Oversee end-to-end incident management, including ownership of escalations, technical coordination, and stakeholder communication, with strong focus on meeting SLAs and ensuring service continuity.*
Coordinate and lead major incidents and crisis situations, facilitating resolution bridges, engaging cross-functional technical teams, and issuing timely communications to business and IT leadership.*
Drive operational excellence, ensuring team adherence to defined KPIs, SLAs, and quality standards, while proactively identifying performance improvement opportunities.*
Foster a digital-first culture, promoting the use of self-service tools, automation, and AI to optimize the support experience and reduce manual intervention.*
Support 24x7 global operations through effective shift planning, seamless regional handovers, and collaboration with global peers to maintain continuous coverage and service alignment.*
Lead the operational transition (Take-On) of new technologies, partnering with project and engineering teams to ensure smooth handover, team readiness, and minimal impact to end users.*
Drive knowledge management and capability uplift, ensuring the creation and maintenance of high-quality technical documentation and empowering Level 1 teams through targeted enablement.*
Coach, develop, and retain talent, fostering a high-performance, collaborative culture through regular feedback, development planning, and skills progression aligned with organizational goals.*
Engage with key stakeholders across IT and business functions, acting as a trusted operational partner and ensuring that the voice of the customer is reflected in support strategy and delivery.*

Qualifications we seek in you!

Minimum Qualifications

Bachelor's degree in information technology, business administration, or a related field.*
Leadership & People Management:*

o Experience managing high-performing IT support teams (8-10 people)

o Coaching, feedback, and talent development across diverse roles and levels

o Influencing change and driving team engagement

Operational Excellence & Incident Leadership:*

o Strong understanding of ITIL processes (incident, problem, change, event)

o Crisis and major incident leadership, including communication to executives

o Ability to interpret, report, and act on performance KPIs and SLAs

Strategic & Digital Mindset:*

o Promotes automation, AI solutions, and self-service adoption

o Aligns operations to user experience (UX) principles and digital behavior change

o Identifies and executes continuous improvement initiatives

Communication & Stakeholder Engagement:*

o Knowledge of enterprise tools like ServiceNow, Microsoft 365, monitoring platforms (e.g., Dynatrace/Splunk), and automation frameworks.

o Must be capable of balancing operational execution with strategic planning and team development

Strong executive presence and stakeholder management*
Excellent communication across business segments and technical teams*

Preferred Qualifications/ Skills

Master's degree in a relevant field.*
ITIL Foundation preferred*
Exposure to automation, gen AI, or chatbot tools.*
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 Principal Consultant

Primary LocationIndia-Hyderabad

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingOct 1, 2025, 11:24:48 AM

Unposting DateOngoing

Master Skills ListConsulting

Job CategoryFull Time