Consultant - Major Incident Manager
Location
Hyderabad | India
Job description
Consultant – Major Incident Manager - ITO076349
With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and 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’re 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’re 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 Consultant – Major Incident Manager
Responsibilities
- Deliver management information, including PPIs, important metrics and reports and analyze for process improvement
- Report status of problems in appropriate format to executive leadership, functional teams and other partners
- Provide status reports focused on service performance, demonstrating professional service level management of definition and ways of measuring
- Consultancy on process gaps of the Major Incident Process during business hours
- Review recurring incidents to determine which need to be identified as Problem
- Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications
- Support Service Design & Service Transition (Service Introduction) processes and activities e.g. training of new partner
- Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations. Provide input related to service performance of the changes to be used in evaluating the business impact
- Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area
- Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
- Coordinate the execution of root cause analysis for critical issues
- Suggest improvements for the Incident & Problem management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved
- Responsible for delivering process trainings
Qualifications we seek in you!
Minimum Qualifications / Skills
- Experience in acting as an SME in different IT projects
- Experience in working with suppliers and partners in a common setting in a multicultural environment
- Experience in managing/leading large conference calls/war rooms preferred
- Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)
- Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);
- Experience with customer management: customer interactions, addressing issues & presenting accordingly
- Solid communication skills; highly assertive
- Analytical approach and can-do attitude
- Good facilitation/conflict resolution skills
- Ability to identify situations that require intervention and act accordingly
- Problem Solving Approach – including logical, systems oriented mindset; logical reasoning
- Change Orientation – Ability to adapt to changes quickly and work independently
- Individual Performer – Ability to organize & prioritize; High levels of energy and motivation
- Concise writing skills – Ability to capture complex situations in short, relevant statements
- Organized personality with attention to details, able to work simultaneously on different projects
- Good communication skills at all levels within Genpact, the customer organization and the customer’s suppliers and partners
- Training abilities – good interpersonal, facilitation and presentation skills
Preferred Qualifications/ Skills
- ITIL Foundation & ITIL Service Operation certification
- Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution;
- Working Experience of ServiceNow (Ticketing tool)
- Excellent English interpersonal 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 Incident and Problem Management
Job tags
Salary