Principal Consultant - IT Ops Analyst

genpact; Hyderabad City Taluka; On-site; PKR 2,750,000 - 3,500,000; Full time

Job summary

A leading consulting firm in Sri Lanka seeks a Principal Consultant - IT Ops Analyst to lead incident response and ensure service reliability. Essential qualifications include proficiency with ITSM tools like ServiceNow and experience in managing crises and executive communications. This role offers opportunities to drive automation and continuous improvement across IT operations.

Qualifications

• Strong collaboration across global teams.
• Customer‑centric mindset.
• Knowledge sharing and peer coaching.

Responsibilities

• Lead major incident and crisis management activities.
• Coordinate technical teams for executive-level communications.
• Drive preventive actions through post-incident reviews.

Skills

ServiceNow or other ITSM tools

Monitoring platforms (e.g., Splunk, Dynatrace, DataDog)

Crisis management & executive communication

Root cause analysis & problem management

Technical domain expertise (e.g., infra, SAP, cloud)

Tools

Microsoft 365

Unix

Networking

Job description

Principal Consultant - IT Ops Analyst

In this role, you will lead major incident response, coordinate technical teams, ensure service reliability, and support executive users while driving automation and continuous improvement across IT operations.

Responsibilities

• Serve as Tier 2 support for IT infrastructure and lead major incident and crisis management activities.
• Coordinate technical teams and manage executive-level bridge calls and communications.
• Conduct post‑incident reviews (PIRs), document root causes, and drive preventive actions.
• Monitor alerts from MGS Monitoring Centre tools, perform event correlation, and reduce false positives to prevent user impact.
• Collaborate with third‑level support teams to drive proactive and reactive problem management and implement permanent fixes.
• Act as technology lead for one or more domains, working to reduce incident recurrence and improve system reliability.
• Support project teams during service transitions, ensuring smooth integration of new technologies into operations.
• Train and coach Service Desk (L1) agents, enhance the knowledge base, and lead handover sessions.
• Provide premium support for executive users (ECS), ensuring high‑touch service and discretion.
• Contribute to digital transformation initiatives by identifying automation and AI opportunities within IT operations.

Minimum Qualifications

• ServiceNow or other ITSM tools
• Monitoring platforms (e.g., Splunk, Dynatrace, DataDog)
• Familiarity with Microsoft 365, SAP, Unix, networking
• Crisis management & executive communication
• Advanced incident resolution beyond L1 scope
• Root cause analysis & problem management
• Event/alert triage and monitoring systems
• Technical domain expertise (e.g., infra, SAP, cloud)

Behavioural & Leadership Competencies

• Strong collaboration across global teams
• Customer‑centric mindset
• Knowledge sharing and peer coaching