Consultant - ITIL

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 atand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Consultant - ITIL

In this role, a person will follow a process to manage the Problem Management process. This person will coordinate between IT Infra & application departments to ensure the timely resolution of major incidents RCAs & follow a detailed process of problem management and, resolution management.

Will make independent decisions regarding new processes and procedures for the improvements of Problem Management process.

This role will also require working in US Hours.

Responsibilities

Lead, manage and continuously improve procedures for Problem Incident Management.

Leads Problem Management bridge calls, ensures prompt action on behalf of all teams involved.

Make recommendations to management regarding improvements, and concerns.

Deliver high-quality incident management and problem management for any high severity issues.

Drive reduction in Mean Time to Repair (MTTR) by improving the problem management processes.

Prioritize incidents and problems based on urgency and impact to the business.

Write and maintain documentation for problem protocols, processes, and standards.

Engage and coordinate relevant personnel from all teams during problem resolution Improve internal incident and problem communication strategies.

Collaborate with problem owners, technical owners, stakeholders to investigate root causes and facilitate resolution in adherence with established SLAs.

Qualifications we seek in you

Minimum Qualifications

Bachelor's degree in information technology, engineering, or a related field.

Worked in IT service management, being Problem / Incident Manager or a similar role. Tech support experience is helpful.

Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.

Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.

Ability to analyse a high volume of technical data and work in a fast-paced environment.

Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management

Preferred Qualifications/ Skills

Knowledge of tools such as ServiceNow, JIRA, Advanced Excel will be 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.

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.

JobConsultant

Primary LocationIndia-Noida

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingDec 17, 2025, 4:01:30 AM

Unposting DateOngoing

Master Skills ListConsulting

Job CategoryFull Time