Genpact
Location
Secunderabad | India
Job description
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We&rsquore harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.
Now, we&rsquore calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Principal Consultant - Event, Incident and Escalation Management
In this role, you will be responsible to drive issue resolutions working with technical SMEs running the outage bridges effectively and manage the communication with all including very senior stakeholders.
. Establishing and Leading the Outage Bridge: Initiate and lead outage bridge, responsible for creating the bridge or ensuring that it is set up properly.
. Communication Coordination: Act as a central point of contact for all stakeholders involved in resolving the IT outage. This includes IT teams, management, vendors, and potentially external parties if they are involved.
. Prioritizing and Escalating Issues: Assess the severity and impact of the outage and make decisions regarding the priority of tasks and issues that need to be addressed. Escalate the incident as needed, ensuring that appropriate levels of management are informed.
. Facilitating Incident Resolution: Work closely with technical teams to ensure that they have the resources and support needed to diagnose and resolve the issue. This may involve providing additional information, coordinating resources, or making key decisions. Bring in the right issue resolution team/resources quickly to restore the business applications.
. Monitoring Progress and Providing Updates: Keep all stakeholders informed about the progress of the incident resolution efforts. This includes providing regular updates on the status of the incident, any workarounds that have been implemented, and the estimated time for full resolution.
. Documenting Incident Details: Maintain a detailed record of the incident, including the timeline of events, actions taken, and resolutions implemented. This documentation is crucial for post-incident analysis and reporting.
. Coordinating Post-Incident Activities: Once the incident is resolved, be responsible for overseeing any post-incident activities, such as conducting a post-incident review or coordinating with other teams for follow-up actions.
. Managing Stakeholder Expectations: Communicate with stakeholders to manage expectations regarding the incident resolution timeline, potential impacts, and any necessary business continuity or contingency plans.
. Implement Process Improvements: After the incident is resolved, may be involved in analyzing the incident response process to identify areas for improvement and implement changes to prevent similar incidents in the future.
. Compliance and Reporting: Depending on the industry and company, the lead may need to ensure that incident management processes comply with relevant regulations and standards. They may also be responsible for reporting incidents to regulatory bodies or internal stakeholders.
. Training and Development: Involved in training and developing members of the incident response team, as well as educating other stakeholders on incident management procedures.
. Maintaining Vendor Relationships: If third-party vendors are involved in the incident resolution process, the lead may be responsible for managing relationships with those vendors and ensuring they are meeting their contractual obligations.
. Excellent Understanding and working experience in the ITIL processes Event Management, Escalation Management, Incident, Problem, Change, config & Knowledge Management
. Excellent written and verbal communication and stakeholder management skills
. Ability to monitor tool-based Alerts and take necessary action.
. Experience in New Relic Tool
. Expertise in Escalation and Bridge Leadership
. Domain expert in handing high pressure situation during outages.
. Bachelor%27s Degree required. Preferably in Computer Science, Information Systems, or related field.
. Understanding and operational knowledge of infrastructure components, datacenter, cloud, middleware and application components is essential, interaction within various modules
. Expertise in ITIL & ITSM concepts - ITIL V3/V4 Certification
. Manage high pressure situation during outages.
. Experience or Certifications in any Technology track such as network, cloud&hellipetc.
. Working knowledge of either Infrastructure and Application and its components
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 . Follow us on , , , and .
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.
Job tags
Salary
