Assistant Manager - IT Operations

Assistant Manager – IT Operations - COR028324

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Assistant Manager – IT Operations

In this role we are looking who have Expertise in IT with one of IT infrastructure domain with relevant years must have been in IT Operations and dealing with international stakeholders and Experience in driving IT operational metrics, planning, and conducting client and internal businesses IT operational governance and tracking action items to closure.

Responsibilities

· Manage Relationship with Client, Business Operations, corporate team, and other stakeholders.

· Ensure all the customer escalations/issues are proactively identified, addressed, and closed with documentation.

· Regular reviews for Client and Corporate initiatives / projects / IT implementations across towers including applications, products etc.

· Drive IT Governance meeting with client IT, business teams.

· Ensure Zero Major Incidents due to hygiene issues for the account/s

· Report out performance metrics, dashboards, monthly updates, and issue progress to Internal and Client, Business, and IT leaders as and when required.

· To enable the conduct of Infosec compliance audits across all account/s

· Ensure 100% SOW compliance for all accounts in account.

· Ensure all SLA metrics are met as per agreed SLA norms.

· Actively participate in risk identification / risk mitigation

· Ensure effective Business Continuity Planning & delivery.

· Proactive communication on all the ongoing efforts as well as risk & mitigation plans required. All the efforts, approvals & communications have been documented.

· Implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security.

· Document process controls, step by step procedures, key input-output information for all activities.

· 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.

· Explore opportunities to reduce the IT operational costs working with business and corporate teams.

· Sound understanding of converting client and business requirements and deliver with the help of team and vendor organization.

· Ability to interact with technical and business, executive leadership and operational staff and act as a thought Partner.

· Ability to communicate clearly and concisely, both orally and in writing

· Strong negotiation and analytical skills with experience in using Excel and PowerPoint

· Flexible to accommodate time-zones as to meet the client demands, clients being geographically dispersed.

· Excellent interpersonal and communication skills

· Ability to work both independently and in various team settings.

· Ability to work under pressure with a strong sense of setting priorities.

Qualifications we seek in you!

Minimum Qualifications / Skills

· Bachelor’s degree in computer science or equivalent subject

· Relevant years of work experience in IT Operations role. Prior experience in a customer facing role is mandatory.

Preferred Qualifications/ Skills

· Knowledge in Voice domain would be an added advantage.

· Knowledge in Application area would be an added advantage.