Welcome to your interview.
The question is on your right: Root-Cause for SLA Failures. Take a moment with it first.
Talk your thinking through with me if you like - when you're confident, submit your answer and I'll grade it like a real screen (7/10 or better passes). Discussion and graded submissions share your five interviewer interactions, so spend them well.
How do you conduct a root-cause analysis when a newly transitioned process fails to meet its established Service Level Agreements at Genpact?