Sr. Engineer - IT Service Management 4B

About the role

Ready to turn bold ideas into real-world impact? 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.

What you'll do

• Define, design, transition and continually improve the IT Service Management lifecycle, including: processes, roles, metrics, Key Performance Indicators (KPIs), tools
• Provide guidance to the development processes and procedures, ensuring integration across a best practice framework ITIL v3 (2011) lifecycle
• Implement the vision for continuous improvement of services with an emphasis on proactive planning, promoting a consumer focused support culture
• Ensure the capability of services being managed matures as per agreed KPIs or desired customer level
• Support the design services to meet IT Service Level Agreements (SLAs) and Operating Level Agreements (OLAs)

What you need

• ServiceNow
• Agile
• ITIL
• B.Com or BBA or MBA