Principal Consultant], [Incident Manager] [L3]!
Principal Consultant], [Incident Manager] [L3]!
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Job Description
Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.
Inviting applications for the role of Principal Consultant Incident Manager L3!
In this role a 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 improve documented procedures for Major Incident Management.
Leads Major Incident Management bridge calls ensures prompt action on behalf of all teams involved.
Make recommendations to management regarding improvements and concerns.
Deliver high-quality incident management and problem management for any high severity issues.
Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes.
Prioritize incidents and problems based on urgency and impact on the business.
Drive Incident Manager training materials and execute training programs.
Write and maintain documentation for incident protocols processes and standards.
Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies.
Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs.
Qualifications we seek in you!
Minimum Qualifications
Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.
Or
A degree in Computer Science IT Systems Engineering or a related qualification.
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 in Change Management; Problem Management and Incident management
Knowledge of tools such as METIS JIRA COMITS will be 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 Experience.
Why join Genpact
- Lead AI-first transformation Build and scale AI solutions that redefine industries
- Make an impact Drive change for global enterprises and solve business challenges that matter
- Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
- Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
- Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
- 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 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Required Experience:
Manager
Employment Type
Full-Time
