Assistant Manager

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 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.

Job Assistant Manager

Primary Location India-Gurugram

Education Level Bachelor's / Graduation / Equivalent

Job Posting Sep 17, 2025, 11:10:20 PM

Unposting Date Ongoing

Master Skills List Corporate

Job Category Full Time