Consultant - Major Incident Manager-ITO086433

Job Description - Consultant - Major Incident Manager (ITO086433)

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.

Inviting applications for the role of Consultant - Major Incident Manager

Responsibilities

The role is to manage Major IT Incidents related to different platforms, technologies and coming from across the organization.

1. Responsible for driving conference bridge(s) and managing communication for high priority incidents and any service disruption in infrastructure (P1/P2) in a 24*7 environment.
2. End to end ownership of major incidents with potential or actual business, financial, regulatory, or reputational impact.
3. Drives restoration of impacted service while meeting the required service levels.
4. Driving the efficiency and effectiveness of the incident management process.
5. Ensuring that all IT teams follow the incident management process for every incident.
6. Reviews and sponsors urgent changes required to resolve an incident or to meet target deadlines.
7. Identify and create problem records. Drive Major Problem Reviews and agree upon the ownership of Corrective Action Plans.
8. Responsible for following up on aging problem/incident tickets.
9. Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity.
10. Monitoring the effectiveness of incident management and making recommendations for improvement.
11. Keeps track of operational improvement areas and suggests process improvement based on case studies to Service Owners.
12. Driving, developing, managing, and maintaining the major incident process and associated procedures.
13. Check ServiceNow queue regularly and take care of tickets assigned to the team.
14. Publish notifications as well as regular updates for Senior leadership consumption.
15. Preparing Daily, Weekly & Monthly reports.
16. Responsible for transition of Infrastructure Operations shifts.
17. Responsible for driving weekly, monthly governance calls with different departments within the organization.
18. Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.
19. Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate).
20. Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting, and tracking and resolution.
21. Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
22. Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation.
23. Designing and building reports for the account and working towards implementation of the same.
24. Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator.
25. Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
26. Promote and reinforce adherence to the process and policies associated with Incident Management.
27. Ensure the design of the Incident process aligns with the business and industry best practices.

Qualifications we seek in you!

Minimum Qualifications / Skills

1. Relevant experience as a Major/Critical Incident Manager.
2. ITIL Trained, Tested and Certified (ITIL Foundation Certified).
3. Advanced Knowledge of Microsoft Excel.
4. Working Experience of ServiceNow (Ticketing tool) & knowledge of ServiceNow based reporting.
5. Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
6. Excellent knowledge, experience, and excellence within the specific area of Major Incident Management.
7. Resource should be stable, no frequent job changes.
8. Strong interpersonal and teamwork skills.
9. Can work on shift and urgent case support during holiday or out of office hours.
10. Assertive and able to work successfully in a fast-paced work environment.

Preferred Qualifications/ Skills

1. Exceptional organizational, prioritizing, and multi-tasking skills.
2. Demonstrate high level of energy and flexibility.

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.

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.