Sr. Engineer - IT Service Management 4B

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Job Description

Job Title

Technical Major Incident Manager (MIM)

Location: Hyderabad (Aligned to CST Business Hours)

Shift: Monday – Friday, CST Hours (with on-call flexibility during critical incidents)

Department: IT Service Management / Major Incident Management

Job Summary

We are seeking a highly technical and experienced Technical Major Incident Manager (MIM) to provide technical leadership during Priority 1 (P1) and Priority 2 (P2) incidents across enterprise applications, Azure cloud platforms, infrastructure services, and integrated business systems.

Unlike a traditional Incident Manager, this role is expected to act as the technical quarterback during major incidents—leading troubleshooting discussions, challenging assumptions, driving root-cause isolation, coordinating cross-functional technical teams, and accelerating service restoration. The ideal candidate will possess strong knowledge of Microsoft Azure, enterprise application architecture, cloud infrastructure, networking, databases, integrations, and ITSM best practices.

The candidate should be capable of understanding complex technical environments and leading bridge calls with confidence, ensuring productive technical discussions, rapid decision-making, and effective stakeholder communication.

Key Responsibilities

Major Incident Technical Leadership

• Lead technical war rooms and bridge calls during P1 and Critical P2 incidents.
• Drive incident investigations by asking the right technical questions and directing troubleshooting efforts.
• Challenge technical teams when proposed actions lack supporting evidence.
• Coordinate infrastructure, cloud, network, database, application, middleware, and vendor teams during critical incidents.
• Ensure rapid restoration of service while minimizing business impact.
• Maintain focus and accountability among technical teams during incident resolution.

Azure & Cloud Architecture Oversight

• Understand Azure-based application architectures and dependencies.
• Analyze Azure Monitor, Log Analytics, Application Insights, Service Health, and resource-level telemetry.
• Review Azure infrastructure components including: Virtual Machines (VMs)Azure App ServicesAzure Kubernetes Service (AKS)Azure FunctionsAzure StorageSQL DatabaseAzure NetworkingAzure Identity & Access Management
• Identify potential cloud-related failure points and guide troubleshooting activities.

Technical Incident Management

• Perform high-level technical triage and impact assessment.
• Correlate incidents with recent changes, deployments, infrastructure events, and monitoring alerts.
• Drive identification of workarounds and recovery strategies.
• Coordinate vendor engagement and technical escalations.
• Validate technical recovery plans before implementation.

Architecture & Dependency Analysis

• Understand end-to-end application flows and integrated system dependencies.
• Assess upstream/downstream impacts during outages.
• Analyze application, infrastructure, database, and network relationships during incidents.
• Contribute to service mapping and dependency documentation.

Problem Management & Continuous Improvement

• Participate in Post Incident Reviews (PIRs).
• Assist Problem Management teams in identifying systemic issues and contributing factors.
• Recommend architectural improvements and resiliency enhancements.
• Identify recurring failure patterns and proactive risk reduction opportunities.

Stakeholder Engagement

• Provide clear technical summaries to executives, service owners, and technology leaders.
• Translate complex technical issues into business-friendly language.
• Support incident communications with accurate and timely technical updates.

Required Qualifications

Experience

• 10+ years of IT Operations, Infrastructure, Cloud, or Application Support experience.
• 5+ years leading Major Incident Management or Critical Incident Response activities.
• Experience managing enterprise-wide outages within complex environments.
• Experience working with global support teams and multiple technology towers.

Technical Expertise

• Strong knowledge of Microsoft Azure services and architecture.
• Strong understanding of: Cloud InfrastructureNetworkingEnterprise ApplicationsSQL DatabasesMiddleware & IntegrationsIdentity ManagementMonitoring & Observability Platforms
• Ability to read logs, dashboards, alerts, and technical reports.
• Understanding of high-availability and disaster recovery concepts.

ITSM Knowledge

• Strong ITIL Foundation certification required.
• ITIL Managing Professional preferred.
• Experience with: Major Incident ManagementProblem ManagementChange ManagementServiceNow

Preferred Skills

• Azure Administrator (AZ-104)
• Azure Solutions Architect (AZ-305)
• Experience with Datadog, & Azure Monitor
• Knowledge of Kubernetes and containerized environments
• Experience supporting Data Engineering and batch-processing platforms
• Understanding of enterprise integration patterns and API-based architectures

Qualifications

Certifications

Required Skills

Language

Language Proficiency -

Additional Job Location -

Job Type

Master Skill List -

Remote Type -

Work Shift -

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.