Lead Consultant, TOC

Genpact • Atlanta, GA

2d • Onsite

About The Position

At Genpact, we are at the forefront of AI and digital innovation, leading the charge in redefining industries. Our AI Gigafactory scales advanced technology solutions for global enterprises, tackling complex challenges with breakthrough solutions from large-scale models to agentic AI. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value through deep business knowledge, operational excellence, and cutting-edge solutions. We help companies get ahead and stay ahead by implementing data, technology, and AI. We are inviting applications for the role of Lead Consultant, TOC. The Technical Operations Center (TOC) is a control center for monitoring critical production systems. As a TOC Administrator, you will monitor systems and coordinate incident responses to resolve enterprise-wide technical issues. This involves 'eyes on glass' monitoring of infrastructure, investigating, verifying, reporting, communicating, and escalating issues. Strong technical writing skills are essential for authoring communications to the Company ABC user community and leadership regarding outages, upgrades, and IT challenges. You will also collaborate with technical teams to write outage summaries and Root Cause Analysis (RCA) reports for senior management to understand business impact and prevent future occurrences. This role offers the opportunity to work across a wide variety of IT issues and learn about many different technologies, with potential for growth into more advanced roles.

Requirements

• Excellent written and oral communication skills. Always maintains professional and respectful tone with all customers, both internal and external.
• Understands the importance of taking ownership of an issue and being accountable for escalating, following up, and sending out updates in a timely fashion.
• Self-motivated individual who is determined to further his/her career by utilizing down time for studying and improving knowledge and understanding of monitoring tools.

Nice To Haves

• System Administration
• Splunk
• SQL / JQL
• Report writing
• Logging & Monitoring Systems
• Application Performance Monitoring
• Knowledge of ITIL
• Team Lead Experience

Responsibilities

• Act as single point of contact and liaison between business and IT as well as between multiple IT groups.
• Take ownership of problematic issues and manage until complete and/or engage the appropriate support groups to ensure issues are completed in a timely manner.
• Maintain a general understanding of the business and functions being supported to provide relevant solutions.
• Maintain awareness of service level agreement targets to help meet or exceed requirements.
• Respond to support requests made via telephone, e-mail, and ticketing portal to resolve technical issues.
• Route tickets to the appropriate support group and alert team members to action items as needed.
• Perform basic troubleshooting and document steps taken within ticket.
• Monitor system performance for all mission critical applications to identify trends and gather data.
• Identify recurring and potential problems to escalate situations to senior team members.
• Respond to alerts and notifications, open severity tickets, and open/manage bridge lines during outages.
• Send incident reports to business and IT with updates of all system degradation and outages.
• Perform smoke tests to ensure all systems are operational.
• Escalate to senior management immediately if checkpoint fails or rollback is required.

Benefits

• Lead AI-first transformation – Build and scale AI solutions that redefine industries
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees