Management Trainee - ITSM-Major Incident Management

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 Management Trainee - ITSM-Major Incident Management

We are seeking an experienced and highly skilled IT Service Management (ITSM) and Capacity Management Leader to drive excellence in our IT service delivery. The ideal candidate will be a strategic thinker with a proven track record of managing and optimizing critical ITSM processes, including Capacity Management, Major Incident Management, Problem Management, and Change Management. This role requires a leader who can not only refine our operational frameworks but also inspire and guide teams to achieve high levels of service stability and efficiency across complex, large-scale IT environments. If you thrive on enhancing service quality and ensuring seamless IT operations, especially for initiatives like extensive physical asset verification, we encourage you to apply.

Roles and Responsibilities -:

The role is to manage Major IT Incidents related to different platforms, technologies and coming from across the organization.

.Responsible for driving conference bridge(s)/chat and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24.7 environment.
.End to end ownership of major incidents with potential or actual business, financial, regulatory or reputational impact.
.Drives restoration of impacted service while meeting the required service levels.
.Supervise Service Now que regularly and take care of tickets assigned to team.
.Publish notifications as well as regular updates for Senior leadership consumption
.Driving the efficiency and effectiveness of the incident management process.
.Ensuring that all IT teams follow the incident management process for every incident.
.Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity.
.Monitoring the effectiveness of incident management and making recommendations for improvement.
.Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
.Driving, developing, managing and maintaining the major incident process and associated procedures.
.Preparing Daily, Weekly & Monthly reports
.Responsible for transition of Infrastructure Operations shifts
.Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
.Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
.Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership
.Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
.Promote and reinforce adherence to the process and policies associated with Incident Management
.Ensure the design of the Incident process aligns with the business and industry best practices
.Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
oPreventing issue recurrence - Stopping repeat incidents, even minor incidents, is one of a problem manager's top priorities. If they repeat frequently, then they can have a major impact on a business. The problem manager will analyze incidents and prioritize them according to the business impact they represent.
oMinimizing business impact of incidents - Incidents can have a big impact on business productivity. The problem manager's task is to understand why incidents are occurring, diagnose root causes and identify the long-term fixes and workarounds to minimize impact and disruption to normal business activities.
oEnsuring resources are aligned with the highest-value opportunities - Not all problems require action and not all actions should be given the same priority and attention. Without careful analysis and planning, it is very likely the wrong issues will be addressed. There are situations where a good workaround may be a better solution than removing the root cause. A problem manager with good analytical skills will be able to identify where this is the case to ensure the organization's scarce resources are applied to the highest-value opportunities.

Qualifications we seek in you!
Minimum qualifications

.Relevant years of relevant experience which includes Major/Critical Incident
.Should have advance knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is must.
.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.
.Excellent knowledge, experience, and excellence within the specific area of Major Incident Management

Preferred Qualifications

.Resource should be stable, no frequent job changes.
.Strong interpersonal and teamwork skills
.Can work on the rotational shifts @ 24.7 environment and urgent case support during holiday or Out of office Hour.
.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 %27starter kit,%27 paying to apply, or purchasing equipment or training