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 Principal Consultant, Incident and Problem Management

Our team is looking for experienced candidates with relevant years of experience in handling Incident and Problem Management.

Responsibilities

Provides support management via an enterprise command center hotline on major incidents (S1-S4) impacting infrastructure related issues or non-infra related but has significant impact across all business units.

Engage infrastructure teams (L2, L3) to assist in incident recovery and risk mitigation.

Work with relevant teams to determine risk of impact, mitigating actions and communications.

Provide command and control for any necessary bridges in collaboration with the relevant impact and technology owning teams.

Document all performed troubleshooting during the bridge though timelining and initiate communication to the appropriate infrastructure groups.

Track recovery efforts and ensure transparency of information shared during the bridge and in the symphony chatroom.

Work with Crisis Management team for any reports requiring immediate attention that may impact area of business operations as well as events that require activation of business continuity strategy.

Perform RFB on servers prior to market hours.

Review Problem tickets and provide comments based on structured guidelines.

Track email communications sent to enterprise command center and provide support or assistance if required.

All other tasks as required by MS incident manager (on-call personnel).

Qualifications we seek in you

Minimum Qualifications

Any Bachelor of Science degree preferably having a strong background in Information Technology or Computer Science

Relevant years of working experience handling Incident Management

Fluency in spoken and written English

Preferred Qualifications/ Skills

Familiarity with Incident and Problem Management process

Familiarity with Application and Infrastructure Production Support

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.