Lead Consultant, Infra Support Engineer

Ready to build the future with AI

At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Lead Consultant, Infra Support Engineer

RESPONSIBILITIES

GENERAL SERVICES

Provide Customer with all required Provider resources and personnel needed to deliver Services under the Agreement.

Monitor, support and maintain the Equipment, Systems, Software and environmental Systems at all Provider provided data centers and Customer Facilities where Provider is responsible for delivery of Services.

Identify requirements and assess impact for the deployment of new technology related to the Services, consistent with Customer strategic direction in providing 'Self Service' capabilities.

Identify requirements for the deployment of automation of tasks and / or Systems associated with the Services.

Proactively recommend and propose to Customer the introduction of new and / or improved processes, procedures, methodologies, tools, systems or technologies which have the potential to beneficially impact Customer business and / or infrastructure services IT environment over the life of the Agreement (e.g. Self Service).

Collaborate with other Customer support teams and third-party providers to make changes to and deliver end-to-end Services.

FILE MANAGEMENT SERVICES

Keep all files under Provider's control, current and available during scheduled access times.

Initiate and complete required data processing activities concerning data integrity (for example handling line transmission errors) of all processed files, according to the procedures specified in the Policy and Procedures Manual.

Document, maintain and, as appropriate, update and execute mutually approved file backup and recovery procedures.

Provide a recovery procedure for restoring the data image to a previous level within a mutually agreed time frame.

APPLICATION SUPPORT SERVICES

Provide technical support and advice for Customer Application development and database administration Personnel according to the following standards :

• . Provide technical support for Systems Software, to support the development of Applications Software and
• . If Customer requests additional Application development support, Provider will consider such request through change management.

Identify the Provider technical team responsible for coordinating aspects of the technical operations and support related to the Services.

Coordinate the Systems support for Customer. The Provider technical team will be Customer's interface to the Provider support structure.

Minimize outages caused by Application program failures.

Follow the problem management process, according to published problem resolution criteria contained in the Policy and Procedures Manual and document problem resolution and closure.

SERVER OPERATIONS SUPPORT SERVICES

Perform data center access provisioning / management per the Policy and Procedures Manual.

Maintain a physical asset inventory of all Equipment located in the enterprise Customer data centers per the Policy and Procedures Manual.

PATCH MANAGEMENT SERVICES

Install anti-virus, operating System and middleware Software (engine and signature file) updates according to Customer-approved security / risk patching policies and procedures.

Test anti-virus, operating System, and middleware Software updates prior to distribution according to Customer-approved security / risk patching policies and procedures.

Scan Customer Systems according to Customer-approved security / risk patching policies and procedures.

Apply critical / risk patches within four (4) hours of Customer approval as required in outbreak situations, according to Customer-approved security / risk policies and procedures.

Push anti-virus, operating System and middleware Software patches / updates to any contingency environments.

CLOUD SERVICES

GLOBAL HOSTING

Provide advice and subject matter expertise in the use and deployment of cloud based services as they relate to Customer business and evolve the Services to meet Customer global hosting requirements over the life of the Agreement.

Provide and manage all required server and other infrastructure to support Customer hosted cloud service requirements.

Provide fully managed Systems management capabilities (e.g., patching backup / restore anti-virus).

Provide all server and infrastructure monitoring in support of the Services.

APPLICATION SERVICES

Provide Services in support of Customer DevOps processes.

Integrate Provider's Systems with Customer Systems (e.g., Application Performance Management (NewRelic) Service Management (ServiceNow) Automated Infrastructure and Deployment Management (Puppet)) to ensure receipt and generation of incidents and changes via extensible markup language and Application programming interface.

As requested by Customer, provide, facilitate and lead the DevOps process, including cross-organization execution management.

As requested by Customer, provide required expertise to install, configure and optimize fully-integrated applicable performance monitoring tools and plug-ins and provide end-to-end monitoring coverage over the following technology layers :

DATABASE SERVICES

Provide operational database administration and support, including :

Provide database management support, including :

As requested by Customer, provide Application database administration and support, including :

Install and maintain data movement end-points.

Monitor and support data transfer processes.

NETWORKING SUPPORT

Provide subject matter expertise with cloud network integration architectures (e.g., configuring and supporting multi-geo location load balancing and connectivity) in support of Customer requirements.

Utilize performance monitoring tools (i.e., network and Application) that provide proactive alerting with problem resolution processes in support of Customer requirements.

Support the integration of the Services delivered to Customer with content delivery networks.

Support the integration of the Services delivered to Customer with Cisco Wide Area Application Services ('WAAS') and other Application acceleration tools.

As required by Customer, provide network service delivery expertise and resources to lead operational service delivery reviews on a frequency agreed to with Customer.

Provide expertise in support of Customer's need to configure and maintain network segmentation in tiered data center architectures with highly scalable cloud environments.

Provide expertise and best practice related to industry routing / switching and network methodologies.

Provide expertise in support of the design, configuration, and deployment of networks in Customer-desired cloud environment.

Work with global WAN providers (e.g., AT&T) to deliver hybrid cloud environments and collaborate on operational and / or technical issues related to Customer cloud Services requirements.

STORAGE MANAGEMENT SERVICES

Install, maintain, operate and support the storage and backup and recovery Systems for Customer.

Perform full and / or incremental backups of programs and data in accordance with the Back-up / Restoration Procedures.

Coordinate daily off-site vaulting of data on media, cataloging of off-site content, and retrieval of back-up tapes and restoration of data from offsite media.

Restore lost or damaged files from file backups and / or restore data and file images to previous levels within the time frames designated by Customer.

Maintain, update and implement Software required for data backup and restore processes and procedures so as to recover from outages or corruptions in a timely manner.

Assume operational responsibility for all external storage media management functions (including tape, optical disk, CD, microfilm, microfiche), both on-site and off-site, and for external storage media library operations and administration.

Perform external storage media mounts as necessary to support Customer's operational activities.

Manage and maintain legal hold tapeless and tape backups, as directed by Customer.

GENERAL SERVICES

Assume full operational and management responsibility for converged data and voice Customer Network.

Perform the Services described in this Supplement at locations required to meet Customer's business objectives.

Perform the Services within the physical boundaries of the WAN and LAN, including Wireless Local Area Networks ('WLAN') and broadband data services.

Provide Customer Network protocol conversion and translation as required by Customer.

NETWORK MONITORING

Perform end-to-end Customer Network monitoring (including communicating alerts to Customer) using real-time performance and capacity monitoring tools to attempt to detect and correct incidents before end users are affected.

Implement Customer Network performance management and monitoring tools to be used in conjunction with the incident / problem management System and the inventory database.

Collect data using polling intervals to determine patterns of usage that consist of the average network usage and peak usage time.

Perform Customer Network monitoring to detect suspicious activity.

NETWORK CAPACITY MANAGEMENT

Develop, maintain and adhere to configuration standards approved by Customer.

Monitor and tune Equipment and Software capabilities across the Customer Network to ensure optimal performance, management of configuration requirements, and efficient coordination with Third Party Contractors.

Provide regular (at least monthly), performance and capacity monitoring / reporting, using tools appropriate to the Customer Network environment.

Monitor the Customer Network to establish a baseline for projecting bandwidth and Equipment needs, and recommend to Customer any adjustments to Customer Network circuit capacity and appropriate any applicable Equipment in light of these projections.

NETWORK ADMINISTRATION

Provide overall administration and management of the converged Customer Network functions, activities and devices, including WAN, LAN, WLAN and VPN.

Administer and maintain network address assignments for the Customer Network.

Support the decommissioning, de-installation and removal of Customer Network Equipment and Software as required.

Define and administer IP (IPv4 and IPv6) addresses.

NETWORK ENGINEERING, PLANNING AND DESIGN

Conduct joint annual Customer Network planning and review sessions with Customer that will include :

Manage the capacity and configuration of the Customer Network using Customer-approved tools and configuration standards.

Pre-configure and test WAN / LAN network Equipment prior to production installation.

Maintain and provide Customer with Equipment inventories, circuit diagrams, location lists, and other Customer Network documentation and information as reasonably requested by Customer.

Maintain an optimal IP addressing plan, consisting of IP address management tool(s) and conducting periodic reviews of addressing schemes with Customer.

Manage and deliver WAAS in accordance with Customer policies, procedures, and Service Levels under the Agreement.

Qualifications we seek in you!

Minimum Qualifications

Preferred Qualifications / Skills

Bachelor%27s degree in Cybersecurity, Information Technology, or a related field

Why join Genpact

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.

Education

Diploma