Sr. Engineer - IT Service Management 4B

Sr. Engineer - IT Service Management Ready to turn bold ideas into real-world impact?  At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.  Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Title Technical Major Incident Manager (MIM) Location: Hyderabad (Aligned to CST Business Hours) Shift: Monday – Friday, CST Hours (with on-call flexibility during critical incidents) Department: IT Service Management / Major Incident Management Job Summary We are seeking a highly technical and experienced Technical Major Incident Manager (MIM) to provide technical leadership during Priority 1 (P1) and Priority 2 (P2) incidents across enterprise applications, Azure cloud platforms, infrastructure services, and integrated business systems. Unlike a traditional Incident Manager, this role is expected to act as the technical quarterback during major incidents—leading troubleshooting discussions, challenging assumptions, driving root-cause isolation, coordinating cross-functional technical teams, and accelerating service restoration. The ideal candidate will possess strong knowledge of Microsoft Azure, enterprise application architecture, cloud infrastructure, networking, databases, integrations, and ITSM best practices. The candidate should be capable of understanding complex technical environments and leading bridge calls with confidence, ensuring productive technical discussions, rapid decision-making, and effective stakeholder communication.

Major Incident Technical Leadership Lead technical war rooms and bridge calls during P1 and Critical P2 incidents. Drive incident investigations by asking the right technical questions and directing troubleshooting efforts. Challenge technical teams when proposed actions lack supporting evidence. Coordinate infrastructure, cloud, network, database, application, middleware, and vendor teams during critical incidents. Ensure rapid restoration of service while minimizing business impact. Maintain focus and accountability among technical teams during incident resolution. Azure & Cloud Architecture Oversight Understand Azure-based application architectures and dependencies. Analyze Azure Monitor, Log Analytics, Application Insights, Service Health, and resource-level telemetry. Review Azure infrastructure components including: Virtual Machines (VMs)Azure App ServicesAzure Kubernetes Service (AKS)Azure FunctionsAzure StorageSQL DatabaseAzure NetworkingAzure Identity & Access Management Identify potential cloud-related failure points and guide troubleshooting activities. Technical Incident Management Perform high-level technical triage and impact assessment. Correlate incidents with recent changes, deployments, infrastructure events, and monitoring alerts. Drive identification of workarounds and recovery strategies. Coordinate vendor engagement and technical