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 Lead Consultant - MIM
This role entails providing initial troubleshooting and technical assistance to end-users, ensuring prompt resolution of their technical concerns. They serve as the frontline support for addressing hardware, software, and network-related issues, delivering quality customer service and maintaining accurate documentation.
Responsibilities

• Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24*7 environment.

o Driving the efficiency and effectiveness of the incident management process.
o Ensuring that all IT teams follow the incident management process for every incident.
o Monitoring the effectiveness of incident management and making recommendations for improvement.
o Driving, developing, managing, and maintaining the major incident process and associated procedures.
o Check Remedy que regularly and take care of tickets assigned to team.
o Publish notifications as well as regular updates for Senior leadership consumption
o Preparing Daily, Weekly & Monthly reports
Qualifications we seek in you!
Minimum Qualifications / Skills

• Relevant years of experience as a Major/Critical Incident Manager.

o Excellent knowledge, experience, and excellence within the specific area of Major Incident Management
o Should have advance knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is must.
o ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
o Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
o Advance Knowledge of Microsoft Excel.
o Resource should be stable, no frequent job changes. Should have spent at least 18 months in current organization.Preferred Qualifications/ Skills
Strong interpersonal and teamwork skills
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. 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.

Genpact