Genpact
Principal Consultant] [Incident Manager], [L3]! (ITO085106)
Genpact, California, Missouri, United States, 65018
Job Description - Principal Consultant (Incident Manager), L3 (ITO085106)Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Principal Consultant (Incident Manager), L3! In this role, the person will follow a process to oversee the Major Incident Management process. This person will coordinate between IT Infra & application departments to ensure the timely resolution of major incidents, follow a detailed process of problem management, and resolution management. Will make independent decisions regarding new processes and procedures for the Major Incident Management process. This role is work from office.Responsibilities
Designs and continuously improves documented procedures for Major Incident Management.Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.Makes recommendations to management regarding improvements and concerns.Delivers high-quality incident management and problem management for any high severity issues.Drives reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.Prioritizes incidents and problems based on urgency and impact to the business.Drives Incident Manager training materials and executes training programs.Writes and maintains documentation for incident protocols, processes, and standards.Engages and coordinates relevant personnel from all teams during incident and problem resolution.Improves internal incident and problem communication strategies.Collaborates with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in information technology, engineering, or a related field.Preferred Qualifications/Skills
Experience working in IT service management, being IM or a similar role. Tech support experience is helpful.Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.Ability to analyze a high volume of technical data and work in a fast-paced environment.Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management.Experience on Change Management; Problem Management and Incident management.Knowledge of tools such as METIS, JIRA, COMITS will be an added advantage.Ability to work under minimal supervision.Capital Markets Domain knowledge is preferred.Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management.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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.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.
#J-18808-Ljbffr
Designs and continuously improves documented procedures for Major Incident Management.Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved.Makes recommendations to management regarding improvements and concerns.Delivers high-quality incident management and problem management for any high severity issues.Drives reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.Prioritizes incidents and problems based on urgency and impact to the business.Drives Incident Manager training materials and executes training programs.Writes and maintains documentation for incident protocols, processes, and standards.Engages and coordinates relevant personnel from all teams during incident and problem resolution.Improves internal incident and problem communication strategies.Collaborates with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in information technology, engineering, or a related field.Preferred Qualifications/Skills
Experience working in IT service management, being IM or a similar role. Tech support experience is helpful.Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations.Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant.Ability to analyze a high volume of technical data and work in a fast-paced environment.Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management.Experience on Change Management; Problem Management and Incident management.Knowledge of tools such as METIS, JIRA, COMITS will be an added advantage.Ability to work under minimal supervision.Capital Markets Domain knowledge is preferred.Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management.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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.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.
#J-18808-Ljbffr