Lead Consultant –Application Support L2

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 Lead Consultant –Application Support L2
In this role, you will be a part of the Cora support team who will take ownership of customer issues reported and see problems through to resolution.
Responsibilities

•    Take ownership of customer issues reported and see problems through to resolution.

•    Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.

•    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

•    Provide prompt and accurate feedback to customers.

•    Ensure proper recording and closure of all issues.

•    Prepare accurate and timely reports.

•    Post patching issue, this gets more people to apply for job role resolution. Provide and document RCA & corrective actions on repetitive issues for a permanent fix, Provide Guidance and Support to other IT Team Knowledge Management processes; Provide resolution notes for new issues or work-around; keep team members and team lead aware of changes. Build, develop & maintain updated user self-help documentation and quick reference guides for frequently asked questions about the application.

•    Enable the users to handle activities on their own. 

•    Experience on the Audit controls like ISO20, CMMI, SOC compliance

•    Adequate experience on the usage of MS excel & MS Word
Qualifications we seek in you
Minimum Qualifications

•    Bachelor's/Graduation/Equivalent Preferred qualifications 
Preferred Qualifications/ Skills

•    Good Understanding of Salesforce platform (Admin and Code level understanding).

•    Hands on experience in AI Prompt Engineering/Re-engineering.

•    Deep understanding on Generative AI and Agentic AI.

•    Basis understanding on Azure Open AI.

•    Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.

•    Excellent customer-facing skills that include conducting compelling technical briefing & demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.

•    Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status.

•    Ability to drive compliance & process adherence 

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.