Job Description

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 Consultant - Major Incident Manager
We are looking for candidates who have a passion for Major Incident Management role. Ideal candidates should have technical experience in handling Major incidents and conducting bridge calls. This key role demands a highly motivated individual with a strong background in Computer Science/ Software Engineering. You are meticulous, thorough and possess excellent communication skills to engage with all levels of our stakeholders. A self-starter you are up-to-speed with the latest developments in the tech world.Responsibilities

• Deliver management information, including PPIs, important metrics and reports and analyze for process improvement
• Report status of problems in appropriate format to executive leadership, functional teams and other partners
• Provide status reports focused on service performance, demonstrating professional service level management of definition and ways of measuring
• Consultancy on process gaps of the Major Incident Process during business hours
• Review recurring incidents to determine which need to be identified as Problem
• Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications
• Support Service Design & Service Transition (Service Introduction) processes and activities e.g. training of new partner
• Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations. Provide input related to service performance of the changes to be used in evaluating the business impact
• Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area
• Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
• Coordinate the execution of root cause analysis for critical issues
• Suggest improvements for the Incident & Problem management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved
• Responsible for delivering process trainings

Qualifications we seek in you!
Minimum Qualifications / Skills

• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field
• Strong communication and written skills
• Experience in acting as an SME in different IT projects
• Experience in working with suppliers and partners in a common setting in a multicultural environment
• Experience in managing/leading large conference calls/war rooms preferred
• Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)
• Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);
• Experience with customer management: customer interactions, addressing issues & presenting accordingly
• Solid communication skills; highly assertive
• Analytical approach and can-do attitude
• Good facilitation/conflict resolution skills
• Ability to identify situations that require intervention and act accordingly
• Problem Solving Approach - including logical, systems oriented mindset; logical reasoning
• Change Orientation - Ability to adapt to changes quickly and work independently
• Individual Performer - Ability to organize & prioritize; High levels of energy and motivation
• Concise writing skills - Ability to capture complex situations in short, relevant statements
• Organized personality with attention to details, able to work simultaneously on different projects
• Good communication skills at all levels within Genpact, the customer organization and the customers suppliers and partners
• Training abilities - good interpersonal, facilitation and presentation skills

Preferred Qualifications/ Skills

• ITIL Foundation & ITIL Service Operation certification
• Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] - Application & Execution;
• Working Experience of ServiceNow (Ticketing tool)
• Excellent English interpersonal skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
• Excellent knowledge, experience and excellence within the specific area of Incident and Problem 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.

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