Tech Lead - Operations Support
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 -
Manage IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security thus document process controls, step by step procedures, key input-output information for all activities & Explore opportunities to reduce the IT operational costs working with business and corporate teams • Develop system and domain expertise and participate as a team member on projects • Represent the team on various projects and corporate initiatives. • “Own” and “Drive” all activities essential for business analysis with strong communication skills • Engage with various groups to deliver their business requirements • Gather, analyze, and provide executive summary level data view for upper-level management • Manage Relationship with Client, Business team, Biz IT organization, corporate team and other stakeholders. Drive IT Governance meeting with client IT, business teams
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Escalations/issues are proactively identified, addressed and closed with documentation
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Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.
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Ensure Zero Major Incidents due to hygiene issues for the account/s
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Report out performance metrics, dashboards, monthly updates and issue progress to Internal and Client, Business and IT leaders as and when required
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To enable the conduct of Infosec compliance audits across all accounts
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Ensure 100% SOW compliance for all accounts in scope
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Ensure all SLA metrics are met as per agreed SLA norms
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Actively participate in NC closure / Risk mitigation
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Ensure effective Business Continuity Planning & delivery
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Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.
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Partner with internal Audit teams to help enhance processes, systems and teams to deliver an outstanding customer experience by conducting deep dive analysis, identifying issues & fix it with a sustainable solution
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Exposure to document management processes and tools. Troubleshooting IT problems according to the Standard Operating Procedures and previous trainings
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Ticket Management System handling
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Desktop/Laptop support
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Handling Infrastructure Move/Add/Change requests
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Support for: Windows, Microsoft Office products; Browsers plus third party packages
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Deploying new equipment Including racking, patching, cabling, labeling and configuration
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Cooperation with 1st & 3rd line support team and 3rd party staff to coordinate IT activities
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Any other IT related activities that could be required on ad-hoc basis.
Qualifications -
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications -
Certified Information Systems Security Professional (CISSP) - Workforce Academy OnlineWorkforce Academy Online, CompTIA Network+ - ComptiaComptia
Required Skills -
Client Relations, Collaboration Tools, Risk Management, ServiceNow Platform, Windows Deployment Services (WDS)
Language
English (Required)
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Operations Support
Remote Type -
Hybrid
Work Shift -
Standard (Portugal)
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.
