Lead Consultant - Problem Manager Azure

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 Lead Consultant - Problem Manager - Azure
We are seeking an experienced Problem Management professional with strong working knowledge of Azure infrastructure and software services to support enterprise IT operations. The role focuses on root cause analysis, governance, corrective and preventive action tracking, and trend analysis, working closely with Incident, Major Incident, Engineering, and Change teams.
This position is delivery focused and governance oriented, ensuring recurring and high impact incidents are analyzed, systemic issues are eliminated, and service stability improves over time.
Responsibilities
.Own and manage the end to end Problem Management lifecycle from intake through closure
.Review Major Incidents and recurring incidents to identify problems and initiate Problem Records
.Facilitate or participate in Post Incident Reviews (PIRs) and validate incident timelines and contributing factors
.Perform structured Root Cause Analysis (RCA) (e.g., 5 Whys, fault tree, technical analysis)
.Define, track, and govern corrective and preventive actions, ensuring clear ownership and timelines
.Work closely with Azure infrastructure, application, SRE, and engineering teams to drive permanent fixes
.Provide Problem Management governance, including compliance checks, escalation of delays, and ownership gaps
.Produce weekly and monthly reports, dashboards, and trend analysis for management and leadership
.Identify systemic risks and improvement opportunities across applications, infrastructure, and cloud services
Qualifications we seek in you!
Minimum Qualifications
.Strong Hands on experience in Problem Management (ITILaligned) on experience in Problem Management (ITIL aligned)
.Working knowledge of Microsoft Azure services, including:
oAzure IaaS & PaaS concepts
oVirtual Machines, Networking, Storage
oApplication services and cloud infrastructure basics
.Experience working with software applications and infrastructure teams
.Strong RCA skills and ability to distinguish symptoms vs root causes
.Experience with ITSM tools (ServiceNow strongly preferred)
.Excellent documentation, communication, and stakeholder management skills
.Ability to work independently in an offshore model with global stakeholders

Preferred Qualifications/ Skills
.ITIL v3 or ITIL v4 certification
.Experience supporting enterprise or large scale cloud environments
.Exposure to Major Incident Management and PIR facilitation
.Familiarity with Azure monitoring, logging, or reliability concepts
.Experience generating executivelevel reporting and dashboards
.Participation in critical PIRs and governance calls as required
.Strong collaboration with Incident, Technical, and Leadership teams

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.