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Consultant - Major Incident Manager
4 weeks ago
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 - Major Incident Manager
Responsibilities
The role is to manage Major IT Incidents related to different platforms, technologies and coming from across the organization.
• Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2) in 24*7 environment.
• End to end ownership of major incidents with potential or actual business, financial, regulatory, or reputational impact.
• Drives restoration of impacted service while meeting the required service levels.
• Driving the efficiency and effectiveness of the incident management process.
• Ensuring that all IT teams follow the incident management process for every incident.
• Reviews and sponsors Urgent changes required to resolve an incident or to meet target deadlines.
• Identify and create problem records. Drive Major Problem Reviews and agree upon the ownership of Corrective Action Plans
• Responsible for following up on aging problem/incident tickets.
• 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.
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.
• Driving, developing, managing, and maintaining the major incident process and associated procedures.
• Check ServiceNow que regularly and take care of tickets assigned to team.
• Publish notifications as well as regular updates for Senior leadership consumption.
• Preparing Daily, Weekly & Monthly reports.
• Responsible for transition of Infrastructure Operations shifts.
• Responsible for driving weekly, monthly governance calls with different department within the organization.
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.
• Implementation and maintenance of the ITSM platform, processes and procedures across the internal organizations and external providers (as appropriate)
• Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting, and tracking and resolution.
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
• Design, implement and manage the Incident Management process including creating and updating all Incident Management documentation.
• Designing and Building report for the account and working towards implementation of the same.
• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Coordinator
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
• Promote and reinforce adherence to the process and policies associated with Incident Management
• Ensure the design of the Incident process aligns with the business and industry best practices.
Qualifications we seek in you
Minimum Qualifications / Skills
• Relevant experience as a Major/Critical Incident Manager.
• ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
• Advance Knowledge of Microsoft Excel.
• Working Experience of ServiceNow (Ticketing tool) & knowledge of ServiceNow based reporting.
• Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
• Excellent knowledge, experience, and excellence within the specific area of Major Incident Management
• Resource should be stable, no frequent job changes.
• Strong interpersonal and teamwork skills
• Can work on the shift and urgent case support during holiday or out of office Hour.
• Assertive and able to work successfully in a fast-paced work environment.
Preferred Qualifications/ Skills
• Exceptional organizational, prioritizing, and multi-tasking skills
• Demonstrate High level of energy and flexibility.
