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Assistant Manager - ITSM
India
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 Assistant Manager - ITSM
The role is to manage Root Cause Problem Investigation & Corrective Actions related to different platforms, technologies and coming from across the organization.
Responsibilities -:
Responsible for analysing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
Help prevent issue recurrence
Minimize business impact of incidents
Ensure resources are aligned with the highest-value opportunities
Facilitate Problem Analysis, Major Incident Reviews and Problem Compliance Reviews
Verify Root Cause and solution options and/or temporary solution. Drive technical teams to complete root cause analysis (RCA) to include the identification of permanent corrective actions on IT infrastructure, applications and databases using proven problem analysis methods (Kepner Tregoe, Ishikawa/Fishbone, Failure Mode and Effects Analysis [FMEA]).
Track Corrective & Preventive Actions to completion
Approve results of Corrective Actions based upon predefined verification criteria
Approve solution propagation activities and results of Root Cause Analysis
Assist work groups in prioritising workload to meet service level commitments
Ensure all problem management activities are documented in Problem Management Tool and maintain updated records in applicable Database.
Produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc
Qualifications we seek in you!
Minimum Qualifications
Relevant years of experience as a Problem Manager or Incident Manager.
Should have awareness of Network / Servers / Telephony / Cloud. Technical certifications like MCP/CCNA/Advance diploma etc. would be an advantage.
ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
Working Experience of Service Now (Ticketing tool)
Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
Preferred Qualifications/ Skills
Excellent knowledge, experience, and excellence within the specific area of Problem Management
Resource should be stable, no frequent job changes.
Strong interpersonal and teamwork skills
Assertive and able to work successfully in a fast-paced work environment
Exceptional organizational, prioritizing and multi-tasking skills
Demonstrate High level of energy and flexibility
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.
JobAssistant Manager
Primary LocationIndia-Gurugram
Education LevelBachelor's / Graduation / Equivalent
Job PostingSep 17, 2025, 11:10:20 PM
Unposting DateOct 18, 2025, 1:29:00 PM
Master Skills ListCorporate
Job CategoryFull Time
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