Senior Principal Consultant

9 hours ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role of Senior Principal Consultant - IT Ops 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 - Coordinating technical teams and managing executive-level bridge calls and communications. - Conduct Post-Incident Reviews (PIRs), documenting root causes and driving 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, enhancing the Knowledge Base and leading 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. Qualifications we seek in you 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 - Continuous improvement and digital innovation focus Preferred Qualifications/ Skills - Exposure to automation/AI/chatbot tools (preferred) - - - - - -

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