Principal Consultant], [Incident Manager] [L3]!

Genpact; Montreal; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading technology services company in Montreal is seeking a Principal Consultant for Major Incident Management. You will coordinate between IT Infra and application departments, ensure timely resolution of incidents, and improve management processes. The ideal candidate should have a background in IT service management and strong analytical skills. This role is on-site and offers opportunities to build and deploy cutting-edge AI solutions.

Benefits

Career advancement opportunities

AI certifications

Mentorship from industry experts

Qualifications

• Experience in IT service management or similar roles is beneficial.
• Ability to remain calm under pressure.
• Experience leading teams to meet contractual SLAs.

Responsibilities

• Design and improve documented procedures for Major Incident Management.
• Lead Major Incident Management bridge calls.
• Deliver high-quality incident and problem management.

Skills

IT service management

Complex issue resolution

Excellent communication skills

Technical data analysis

Education

Graduate or postgraduate in Technology or IT

Degree in Computer Science or related fields

Tools

METIS

JIRA

COMITS

Job description

Ready to build the future with AI?

At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 what’s possible, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of [Principal Consultant], [Incident Manager] [L3].

In this role, you will oversee the Major Incident Management process, coordinating between IT Infra & application departments to ensure the timely resolution of major incidents, following detailed problem and resolution management processes.

You will make independent decisions regarding new processes and procedures for Major Incident Management. This role is based in the office.

Responsibilities

1. Design and improve documented procedures for Major Incident Management.
2. Lead Major Incident Management bridge calls, ensuring prompt action from all teams involved.
3. Make recommendations to management for improvements and concerns.
4. Deliver high-quality incident and problem management for high severity issues.
5. Reduce Mean Time to Repair (MTTR) by enhancing incident and problem management processes.
6. Prioritize incidents and problems based on urgency and impact.
7. Develop and execute incident management training materials and programs.
8. Maintain documentation for incident protocols, processes, and standards.
9. Coordinate relevant personnel during incident and problem resolution, and improve internal communication strategies.
10. Collaborate with problem owners to investigate root causes and facilitate resolution within SLAs.

Qualifications

Minimum Qualifications:

• Graduate or postgraduate in Technology, Computers, or Information Technology.
• Or a degree in Computer Science, IT, Systems Engineering, or related fields.

Preferred Qualifications/Skills:

• Experience in IT service management, IM or similar roles; tech support experience is beneficial.
• Tenacity in resolving complex issues; ability to remain calm under pressure.
• Excellent communication skills, both written and verbal.
• Ability to analyze high-volume technical data in a fast-paced environment.
• Experience leading teams to meet contractual SLAs; ITSM experience especially with Problem, Change, and Incident Management.
• Knowledge of tools like METIS, JIRA, COMITS is advantageous.
• Ability to work independently.
• Capital Markets domain knowledge is preferred.
• Knowledge of ITIL and integration across Incident, Problem, & Change Management.

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 meaningful business challenges
• Accelerate your career – Gain experience, training, mentorship, and AI certifications
• Grow with the best – Learn from top engineers, data scientists, and AI experts
• Committed to ethical AI – Work in an environment emphasizing governance, transparency, and security
• Thrive in a values-driven culture – Our courage, curiosity, and integrity fuel progress

Join over 140,000 professionals at Genpact and advance your career. Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer. We value diversity and do not charge fees for job applications. Beware of scams requesting payment or equipment purchase.