Sr. Project Manager
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
- Lead Major Incident, Request, Event, Problem, Change, and Knowledge Management processes across MGS DT, ensuring operational excellence, alignment with global standards, and a strong focus on continuous improvement. Handle high-impact incidents within the shift, ensuring timely executive communication and coordination with global resolution teams.
- Drive effective Crisis and Major Incident Management, collaborating with the global team to enhance Ways of Working and align with the evolving Operational Model.
- Enhance stakeholder engagement and operational escalation management across supported regions through structured service reviews, proactive care, and continuous improvement of change and incident management processes.
- Lead the evolution and transformation of digital service desk channels, enabling future-ready, scalable, and user-centric support models through automation, self-service, and modern omnichannel capabilities.
Strong ability to lead multi-layered IT organizations and cross-functional support teams. Experience working in follow-the-sun support models.
Deep experience in leading major incident and crisis response efforts, with excellent communication under pressure.
Solid understanding of ITIL v4, ITSM process ownership (Incident, Change, Problem, Knowledge, Event).
Familiarity with ServiceNow, monitoring/ observability tools and ERP environments
Ability to influence senior stakeholders across geographies, delivering structured service reviews, escalations, and proactive care.
Experience working with observability tools and driving efficiency through intelligent monitoring, alerting, and automation.
Knowledge in modern service desk technologies: chatbots, self-service portals, AI-driven ticket deflection, omnichannel support.
Strong interpersonal skills, able to lead globally distributed teams and work effectively in multicultural, hybrid environments.
Experience with process optimization, Lean/Agile improvements, and service delivery transformation.
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS)Amazon Web Services (AWS)
Required Skills
Agile Methodology, Change Management, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, Modernizing Operations, People Leadership, Personal Effectiveness, Project Management, Risk Management, Scaled Agile Framework (SAFe), Storytelling
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
Technology Delivery Management
Remote Type -
Office
Work Shift -
Any (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- 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.
