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 – Problem Manager

Responsibilities

Monitor and analyze incident data to identify recurring issues, patterns, and potential problems before they escalate.

Collaborate with cross functional teams and vendors to create a quality root cause analysis to minimize repeated failures by incorporating the relevant problem management techniques like 5 why analysis, Ishikawa analysis, Pareto charts etc

Develop and implement strategies to prevent potential issues from affecting IT services by improving processes, tools, and practices.

Collaborate with the Knowledge Management team to ensure that lessons learned from problem investigations are documented and communicated effectively.

Managing the IT problems through its lifecycle

Identify the opportunities to prevent the problems from happening using alerting mechanisms

Ensuring the permanent solutions are implemented for the problems identified

Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.

Host and conclude the Post incident reviews for all priority 1 and 2 incidents

Track and publish problem data to ensure problems are resolved quickly and effectively.

Participate in Global service forums and PIR calls

Work on historical data for a trend and identify them proactively before the Major issue.

Report the metrics/KPIs on a weekly/monthly basis and drive CSI activities

Major Incident Management:

Support Major Incidents: Provide support and guidance during major incidents to ensure effective problem identification and resolution.

Incident Coordination: Assist in coordinating cross-functional teams to address and resolve major incidents, ensuring minimal impact on business operations.

Post-Incident Review: Participate in post-incident reviews to evaluate the effectiveness of the resolution process and identify opportunities for improvement.

General Responsibilities:

Process Improvement: Continuously review and enhance the Problem Management process to ensure it meets industry best practices and aligns with organizational goals.

Stakeholder Communication: Maintain regular communication with stakeholders, including service owners, IT teams, and business units, to keep them informed about problem management activities and outcomes.

Reporting: Develop and deliver regular reports on problem management activities, including trends, root causes, and the effectiveness of implemented solutions.

Compliance: Ensure adherence to ITIL best practices and organizational policies and standards related to problem management and major incident management.

Qualifications we seek in you

Minimum Qualifications / Skills

ITIL V4 certified and ITIL Intermediate certified (At least 1 module)

Bachelor’s degree in computer science, Information Technology, or a related field.

Experience related to Problem Management

Strong analytical and problem-solving skills with a proactive approach.

Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.

Experience with ITSM tools and platforms.

Ability to handle high-pressure situations and make informed decisions quickly.

Preferred Qualifications/ Skills

Strong problem-solving skills and ability to troubleshoot complex issues.

Excellent communication, interpersonal and collaboration skills.

Detail-oriented, with strong organizational skills and a commitment to continuous improvement.

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.