Consultant, Application Support Engineer

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 Consultant, Application Support Engineer We are seeking a proactive and technically skilled Application Support Engineer to join our ITSM team. This role is critical in ensuring the smooth operation of key business applications, including US insurance-based applications. The ideal candidate will be responsible for incident resolution, error handling, performance monitoring, and collaborating with global teams to maintain application uptime and user satisfaction in ensuring business continuity. Responsibilities .Respond to and resolve user-reported issues via ServiceNow. .Manage high-priority incidents and ensure timely resolution within defined SLAs. .Utilize knowledge base documentation to address recurring issues. .Collaborate with cross-functional teams to investigate and resolve recurring problems. .Develop sustainable solutions to prevent future incidents. .Act as the primary contact for business users and clients. .Understand user needs and provide tailored support solutions. .Ensure users can effectively utilize applications for their business processes. .Build strong relationships by understanding business needs and delivering tailored support solutions. .Analyze error alerts and production issues assist in Support and deploying fixes. .Perform troubleshooting, documentation, and implementation of IT solutions. .Ensure all support tasks align with company policies and requirement specifications. .Work closely with US, nearshore, and offshore teams to resolve production issues. .Ensure fixes are deployed following release management protocols. .Maintain detailed incident logs and contribute to the internal knowledge base. .Conduct training and knowledge-sharing sessions to improve team capabilities. .Ensure all support activities follow ITIL-based service management practices. Qualifications we seek in you Minimum Qualifications .BE/B Tech/MCA or equivalent technical degree. .Experience in ITIL frameworks and application support. .Hands-on experience with ITSM tools, especially ServiceNow. .Strong communication and interpersonal skills. .Willingness to work in US shifts and return-to-office (RTO) model. .Should have expertise in MS-Office Preferred Qualifications/ Skills .Experience in support, maintenance, and enhancement projects. .Strong analytical and problem-solving skills with a focus on root cause analysis. .Ability to work independently and proactively resolve issues. .Collaborative mindset and ability to work in a global team environment. .Understanding of IT service management processes. .Should have knowledge about Java, Python, PL/SQL, Cloud [AWS/AZURE] 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.