Job Description

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s , 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 , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, 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 and on , , , and .

Inviting applications for the role of IT Support Technician Shift Lead!

Job title : IT Support Technician Shift Lead

Location: Schenectady, New York, United States

Type of Hire: Full-time

Interview : On-site

Shift : Night Shift , Candidate should be open to work on weekends & holidays as well. 4 days a week, 3 days Off. – 10 hours shift

Job Description

We are looking for a dedicated and responsible Shift Leader to oversee operations during designated shifts. The Shift Leader will be responsible for delegating tasks, resolving issues, maintaining high levels of customer service, and ensuring that all policies and procedures are adhered to during their shift.

Responsibilities

Operations - 70%

• Real time monitoring and response of Renewable Energy power generating assets.
• Perform remote troubleshooting applying Remote Operations Center Fault Handling Procedures and Special Instructions
• Escalate and communicate to next level of fleet support when remote troubleshooting is not effective ensuring to provide any relevant information to aid in additional support
• Interface with site team and customer operation center when observe network interruption or loss of communication between power assets and Monitoring System
• Monitor the ROC notifications for customer requests during the shift and take the necessary actions immediately
• Follow ROC procedures to drive standardized global practices
• Proficiently communicate with internal and external customers via written and verbal communication
• Document all work performed via guidelines in approved procedures and appropriate playbook via provided digital tools
• People Management – 30%
• Direct report responsibility, including the oversight, development, performance management, and overall well-being of a team of 5-10 people.
• Own shift performance through a combination of real time team dashboard/ performance queue monitoring, team mentoring, and oversight.
• Align and engage with other team leaders and management daily to address performance issues, delivery gaps, concerns and/or training & development needs where applicable.
• Manage team call-off schedule and always ensure proper staffing/ coverage.
• Contribute towards the ideation and development of solutions to meet client delivery expectations and drive Genpact performance.

Qualifications we seek in you!

Minimum Qualifications

• Enthusiastic and proactive team leader, with excellent people leadership skills
• Strong understanding of business performance management, setting up KPI’s, SLA’s, and other related Performance metrics
• Excellent written and verbal communication skills
• Able to create & maintain relationships easily
• Ability to think critically and make quick decisions
• Ability to work effectively in team environment
• Excellent problem solver, hyper logical and goal-oriented thinker
• Excellent PC skills, experience using MS Office, MS Outlook, and Excel
• Must be able to work variance shifts required for 24x7 operations

Preferred Qualifications/ Skills

• Experience in renewable energy generation
• Experience with industrial plant maintenance
• Experience with maintenance and troubleshooting Programable Logic Controllers (PLC’s)

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

"The approximate annual base compensation range for this position is $60,000 to $70,000. The actual offer, reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities; geographic location; and internal equity."

Work-from-Anywhere Roles – “Los Angeles California-based candidates are not eligible for this role”

Location-based Roles (e.g., Richardson roles – metro area can be adjusted by role location) – “Los Angeles, California based candidates are not eligible for this role. area candidates are eligible for this role only.”

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.

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