Manager- IT Operations

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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.  Inviting applications for the role of Manager- IT Operations In this role you will be responsible for managing IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls, step by step procedures, key input-output information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams. Responsibilities Manage Relationship with Client, Business team, Biz IT organization, corporate team and other stakeholders. Drive IT Governance meeting with client IT, business teams  Escalations/issues are proactively identified, addressed and closed with documentation Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc. Ensure Zero Major Incidents due to hygiene issues for the account/s Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required To enable the conduct of Infosec compliance audits across all account/s Ensure 100% SOW compliance for all accounts in scope Ensure all SLA metrics are met as per agreed SLA norms Actively participate in NC closure / Risk mitigation  Ensure effective Business Continuity Planning & delivery  Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.  Partner with internal Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution Experience on BI tools e.g.PowerBI, Tableau or Qlik is a must.  Exposure to document management processes and tools. Qualifications we seek in you Minimum Qualifications Graduate, preferred in IT stream Expertise in IT with one of IT infrastructure domain with relevant years of experience must have been in IT Operations and dealing with international stakeholders. Experience in Data analytics using Excel, PowerBI or Tableau Experience in driving IT operational metrics, planning and conducting client and internal businesses IT operational governance and tracking action items to closure. Ability to interact with technical and business, executive leadership and operational staff and act as a Thought Partner Ability to communicate clearly and concisely, both orally and in writing Strong negotiation and analytical skills with experience in using Excel and PowerPoint  Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed Excellent interpersonal and communication skills Ability to work both independently and in various team settings Ability to work under pressure with a strong sense of setting priorities Preferred Qualifications/ Skills Knowledge in Voice domain would be an added advantage Knowledge in Application Support and Lifecycle managed would be an added advantage 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.