Consultant - Incident & Problem Management Services
Consultant - Incident & Problem Management Services
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Lead Consultant Incident & Problem Management Services
In this role you will be responsible for coding testing and delivering high quality deliverables and should be willing to learn new technologies.
Responsibilities
Along with applications supported we report on desktop incidents (Ex: Oultook Web Intranet/Internet Collaborations). Service will report to BU and we will report to IMIT Only
Assist teams to diagnose incident root cause via the Incident Management process document and communicate known errors and initiate actions to improve or correct the situation
Provide Bridgeline and ongoing communication assistance
Assist with CrossDomain triage to ensure remediation of incident impact and restoration of services
Open initial Incident Tickets and provide phase1 triage/remediation or escalate to System Owners or appropriate technical team for assistance
Engage with System Owners and the BU to determine severity/impact of an incident
Manage resolution implementation (i.e. testing implementation and certification phases) and ensure resolutions are implemented through appropriate control procedures especially Change and Release Management
Maintain information about problems appropriate workarounds and resolutions to reduce the number and impact of incidents over time
Maintain and manage data content accuracy and completeness in the Problem Management tickets
Conduct Incident reviews where review of how can we prevent the recurrence can provide identification of any underlying cause or error
Conduct periodic scheduled reviews (biweekly/monthly) with ASG teams to review operational logs identifying patterns and trends of activities that may indicate an underlying problem might exist
Identification of problem hot spots or themes based on the problem patterns and trends and initiate Service Improvement Plans (SIPs) to remediate
Use Problem Analysis techniques for root cause identification
Pain Value Analysis to understand the broader view of the incident/problem impact on the business with focus on indepth analysis of what level of pain was caused to the business by specific incidents/problems
Kepne & Tregor Analysis to investigate deeperrooted problems
Pareto Analysis for separating the most important potential causes of failures or more trivial issues
Fault Isolation Analysis by recreating problem sequence/impact during the Problem Diagnosis and Resolution phase that led to a problem in a careful stepwise method one CI at a time until the CI at fault is identified.
Drive Continuous Service Improvement and Sustainability work efforts
Identify vulnerabilities threats and opportunities for improvement
Provide daily weekly monthly quarterly yearly operational reporting Service Quality and Key Performance Indicators
Accountable for the interface with the Knowledge Management system and maintenance of the Known Error Database
Participate in reconvene efforts to identify Granular Root Cause Sev1 Sev2 Sev3 and Sev4 Incidents
Document standardize processes and playbooks for Problem Management (Preventative Protocols)
Qualifications we seek in you!
Minimum Qualifications
BE/B Tech/MCA
Excellent written and verbal communication skills
Basic understanding of Investment Management/financial services domain knowledge
Preferred Qualifications/ Skills
Unix Java Excel Mainframe Pager Duty
Apica Prometheus Grafana ITIL SQL
Change Management SDLC Cloud Fundamentals
Networking Fundamentals HTML JIVE JIRA Splunk
Python Linux/Unix Shell Scripting Service Now Informatica Adobe Tableau
Incident & Problem Management foundation Autosys ESP Nagios Comet MQ
Communication and Writing skills Able to facilitate an Incident Office Suite (Power Point Excel Word)
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. For more information visit . Follow us on Twitter Facebook LinkedIn and YouTube.
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.
Required Experience:
Contract
Employment Type
Full-Time
