Manager - Critical Incident Management
2 months 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 Manager - Critical Incident Management
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)/chat and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24*7 environment.
Responsibilities
• 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.
• Check Service Now que regularly and take care of tickets assigned to team.
• Publish notifications as well as regular updates for Senior leadership consumption
• Driving the efficiency and effectiveness of the incident management process.
• Ensuring that all IT teams follow the incident management process for every incident.
• 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.
• Preparing Daily, Weekly & Monthly reports
• Responsible for transition of Infrastructure Operations shifts
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
• Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership
• 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
• Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
o Preventing issue recurrence – Stopping repeat incidents, even minor incidents, is one of a problem manager’s top priorities. If they repeat frequently, then they can have a major impact on a business. The problem manager will analyze incidents and prioritize them according to the business impact they represent.
o Minimizing business impact of incidents – Incidents can have a big impact on business productivity. The problem manager’s task is to understand why incidents are occurring, diagnose root causes and identify the long-term fixes and workarounds to minimize impact and disruption to normal business activities.
o Ensuring resources are aligned with the highest-value opportunities – Not all problems require action and not all actions should be given the same priority and attention. Without careful analysis and planning, it is very likely the wrong issues will be addressed. There are situations where a good workaround may be a better solution than removing the root cause. A problem manager with good analytical skills will be able to identify where this is the case to ensure the organization’s scarce resources are applied to the highest-value opportunities.
Qualifications we seek in you
Minimum qualifications
• Relevant experience as a Major/Critical Incident Manager.
• Should have advance knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is must.
• ITIL Trained, Tested and Certified. (ITIL Foundation Certified)
• Working Experience of Service Now (Ticketing tool)
• 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.
Preferred Qualifications
• Strong interpersonal and teamwork skills
• Can work on the rotational shifts @ 24*7 environment and urgent case support during holiday or Out of office Hour.
• Assertive and able to work successfully in a fast-paced work environment
• Exceptional organizational, prioritizing and multi-tasking skills
• Demonstrate High level of energy and flexibility
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