Genpact
Website:
genpact.com
Job details:
Sr. Tech Lead - Infrastructure Services N 4D
Location: Hyderabad
Experience: 12+ years
Immediate joiners Preferred.
For Immediate response. Kindly share resume to nsenthil.kumar@genpact.com with Sub of "Sr. Tech Lead - Infra" along with notice period.
Job Description:
• Lead the design and architecture of complex IT infrastructure solutions
• Provide technical expertise and guidance to team members in implementing best practices
• Collaborate with stakeholders to understand business needs and translate them into technical requirements
• Evaluate new technologies and tools to enhance infrastructure performance and scalability
• Develop and maintain architecture documentation and standards
• Lead troubleshooting efforts and provide technical support for infrastructure-related issues
• Stay current with industry trends and emerging technologies to recommend innovative solutions.
Major Incident Management
· Lead major incident bridges and serve as Incident Commander during high-severity outages.
· Coordinate resolver teams, vendors, and stakeholders to restore services quickly.
· Drive incident resolution, remove roadblocks, and initiate leadership escalations when required.
· Ensure compliance with incident response SLAs, communications, and operational standards.
· Utilize monitoring, observability, and operational data to guide decision-making Stakeholder Communication
· Act as the single point of contact for critical escalations.
· Deliver timely and accurate updates to customers, executives, and internal stakeholders.
· Translate complex technical issues into concise business-focused communications.
Problem Management & Continuous Improvement
· Lead Post-Incident Reviews (PIRs) and Root Cause Analysis (RCA) activities.
· Own problem records and drive corrective and preventive actions through closure.
· Identify recurring issues, operational risks, and opportunities to improve service stability and resiliency.
· Promote a culture of accountability, innovation, and continuous improvement.
AI & Automation
· Drive adoption of AI and automation across incident and outage management processes.
· Identify opportunities to reduce manual effort through intelligent workflows, automation, and operational analytics.
· Support implementation of AI-enabled capabilities for incident summaries, action tracking, communications, and service improvement initiatives.
Operational Governance
· Participate in a 24x7 on-call and follow-the-sun support model.
· Maintain accurate incident documentation and reporting.
· Ensure adherence to Critical Service Level Agreements (CSLAs) and customer commitments.
Preferred Qualifications
· Bachelor's Degree in Computer Science, Information Systems, Engineering, or a related field.
· Good years of experience in Major Incident Management, Escalation Management, SRE, NOC, Command Centre, or Technical Operations.
· Strong command-and-control leadership skills with experience managing high-pressure outage bridges.
· Excellent verbal and written communication skills, including executive and customer-facing communications.
· Proven conflict resolution, stakeholder management, and cross-functional collaboration capabilities.
Technical Skills
- Strong understanding of enterprise infrastructure, cloud platforms, networking, databases, operating systems, virtualization, and application architectures.
- Experience with observability and monitoring tools including New Relic, AppDynamics, SolarWinds, Dynatrace, Grafana, Nagios, or equivalent.
- Proficiency with ServiceNow, PagerDuty, Microsoft Teams, Power Automate, Harness, Ansible, and Microsoft Copilot.
- Working knowledge of AWS, Azure, GCP, Windows, Linux, IIS, Apache, Tomcat, SQL Server, and enterprise middleware technologies.
- CCNA certification preferred (or equivalent networking expertise).
- Strong understanding of the OSI model with the ability to perform structured troubleshooting across network, infrastructure, platform, and application layers during major incidents.
- Ability to analyse and troubleshoot DNS, routing, load balancing, firewalls, network connectivity, packet flows, and application dependencies.
- Basic scripting and automation experience using PowerShell, Python, Ansible, or similar technologies preferred.
- Core Competencies
- Incident Command | Operational Excellence | Service Reliability Engineering (SRE) | Executive Presence | Command & Control | Major Incident Leadership | Customer Advocacy | Cross-Organisational Collaboration | Strategic Escalation Management | Problem & Risk Management | AI-Driven Operations | Automation & Innovation | Observability & Monitoring | Data-Driven Decision Making | Operational Resilience | Continuous Improvement | Stakeholder Influence | Conflict Resolution | Crisis Management | Service Restoration Leadership
- Education : Bachelors in Computer Engineering, Bachelors in Database Management, Bachelors in Information Systems, Bachelors in Information Technology, Bachelors in Network Engineering
- Professional Experience and Years of Experience : Agile with 3-5 YEARS, Change Management with 3-5 YEARS, Client Relationships with 3-5 YEARS, Collaboration Tools & Methods with 3-5 YEARS, Design Thinking with 3-5 YEARS, Executive Presence with 3-5 YEARS, IDSS / Cloud (Infrastructure Management) with 3-5 YEARS, Inclusion with 3-5 YEARS, Modernizing Operations with 3-5 YEARS, People Leadership with 3-5 YEARS, Personal Effectiveness with 3-5 YEARS, Storytelling with 3-5 YEARS
- Management Level : 4D
- Time Type : Full time
- Skills : Cisco Identity Services Engine (ISE), Design Thinking, Cloud Strategies, Risk Management, Agile Methodology, Change Management, Oracle WebLogic, Executive Presence, Storytelling, People Leadership, Collaboration Tools, Microsoft Azure Advanced Threat Protection, Modernizing Operations, IBM AIX, Inclusion, Cloud Assessment, IBM Rational ClearCase, Apple Mac OS, Personal Effectiveness, Client Relations
- Certifications : Certified Cloud Security Professional (CCSP) - International Information System Security Certification Consortium (ISC²); Certified Information Systems Security Professional (CISSP) - Workforce Academy Online; AWS Certified Security - Specialty - Amazon Web Services (AWS)
- Primary location : 1401-G-India: Floor 1 to 12, Hafeezpet Phoenix, Hyderabad
- Remote type : Hybrid
- Shift : Rotational
Click on Apply to know more.