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Critical Incident Resolution Specialist

2 weeks ago

Hyderabad, Telangana, India GENPACT Full time
About the Role

We are seeking a highly skilled Major Critical Incident Manager to join our team at Genpact. As a critical member of our operations team, you will be responsible for driving conference bridges and managing communication for high-priority incidents. This is an exciting opportunity to work with a global professional services and solutions firm delivering outcomes that shape the future.

Key Responsibilities:
  • Lead the incident management process to ensure prompt resolution of technical concerns.
  • Provide initial troubleshooting and technical assistance to end-users.
  • Serve as the frontline support for addressing hardware, software, and network-related issues.
  • Maintain accurate documentation and deliver quality customer service.
  • Manage communication for high-priority incidents and any service disruption in infrastructure.
  • Develop, manage, and maintain the major incident process and associated procedures.
  • Prepare daily, weekly, and monthly reports.


Requirements:
To succeed in this role, you should have:
  • A minimum of 2 years of experience as a Major Critical Incident Manager.
  • Excellent knowledge, experience, and expertise within the specific area of Major Incident Management.
  • Advance knowledge of Network Servers, Telephony, Cloud, and Technical certification like MCP, CCNA, or Advance Diploma.
  • ITIL Training, Tested, and Certified ITIL Foundation Certified.
  • Excellent English communication skills, written and oral, with experience interacting with all levels of management both within Company and Customer organizations.
  • Advance Knowledge of Microsoft Excel.
  • The ability to be stable and not frequently change jobs. Should have spent at least 1 year in the current organization.