{"id":3763174,"url":"https://alion.io/job/genpact-lead-engineer-application-support-4c-4","title":"Lead Engineer - Application Support 4C","company":{"id":3547,"name":"Genpact","domain":"genpact.com","url":"https://alion.io/company/genpact","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":82,"open_postings":132,"ghost_share":0.053,"stale_share":0.553,"repost_share":0.091,"time_to_fill_p50_days":32,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"Unix","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T19:08:57Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T01:30:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Lead Engineer, Application SupportReady to turn bold ideas into real-world impact?\nAt Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.\nIf 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. \nGenpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.\nGet to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.\nJob Description\nThe IT Support Supervisor/India is responsible for managing the Service Desk Technicians in India ensuring high-level and efficient end-user support in the use of technology and applications within the domain. They will play a pivotal role in ensuring the smooth operation of IT support services. This is a hybrid role of a Service Desk Specialist and Supervisor in which they will respond to chats and resolve tickets as well as supervise the local team.\nREPORTS TO: Manager - IT Service Desk\nJOB FUNCTIONS:\nHelpdesk Support\nEvaluate the performance of service desk staff, provide feedback, and conduct performance reviews.\nIdentify training needs and facilitate professional development opportunities for team members.\nEnsure high levels of customer satisfaction by addressing and resolving customer queries and complaints efficiently.\nWith guidance from the Service Desk Manager, develop and implement service desk policies and procedures to improve productivity and service quality.\nGenerate reports on service desk performance and present them to upper management.\nRespond to chats as well as tickets entered into the IT Help Desk System.\nEscalate issues to other IT groups as appropriate.\nAssist users with use of desktop operating systems and application software including, but not limited to, and subject to change:\nDesktop O/S - Windows / MacOS\nMicrosoft Office (Outlook, Word, Excel, PowerPoint)\nMessaging support\nMobile Device support\nSoftware specific to\nWorkstation virus protection\nRemote Desktop\nSpyware removal utilities\nRemote access support (VPN, VPN for RDP and RDS).\nActive Directory user and device administration.\nWorkday connectivity and navigation, and name change support.\nTeleconference support, Teams and Zoom.\nProvide quotes to obtain approval for computer equipment purchases.\nDesktop, laptop and printer hardware support.\nNew workstation configurations and setup.\nPeripheral Support including the following:\nLocal and network printers\nMobile device configuration & support\nLimited server and network/router troubleshooting/support.\nSkills/Experience\nRequired Skills:\nStrong leadership, communication, and problem-solving.\nProficiency in IT service management tools.\nExcellent troubleshooting and analytical skills\nExcellent communication (phone and in person) skills to effectively support end-users.\nMust be able to fluently communicate in English (both verbal and written communication)\nProficient with Windows desktop/laptop operating systems.\nProficient with configurations and setup of PC’s, printers and Mobile devices.\nWorking knowledge of Windows network operating system and Active Directory and Azure/Entra.\nKnowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).\nAbility to work independently.\nExperience:\nPrevious experience in a supervisory or managerial role within an IT service desk environment is typically required.\nEducation:\nHigh School Diploma required\nCollege Diploma (or equivalent experience)\nContinuing education in technology-related courses a plus\nQualifications\nBachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software EngineeringCertifications\nAWS Certified Cloud Practitioner - Pluralsight, AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS), ITIL Foundation - Axelos, STI Certified Call Center Professional (CCCP) - Cornerstone, VMware Certified Professional (VCP) - VmwareRequired Skills\nAgile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, ITIL Framework, ITIL Practices, Microsoft Access VBA, People Leadership, Personal Effectiveness, Process Automations, Release Management, Risk Management, Robotic Process Automation, Storytelling, Technical Support, Unix Shell ScriptingLanguage\nEnglish (Required)Language Proficiency -\nProficient - C2Additional Job Location -\nJob Type\nRegularMaster Skill List -\nApplication SupportRemote Type -\nOfficeWork Shift -\nDay Job (India)Why join Genpact?\nLead AI-powered transformation - Drive innovation and solve real-world business challenges that matter\nMake an impact - Help global enterprises solve business challenges that matter \nAccelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead\nWork with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day \nThrive 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. 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