Consultant - Incident & Problem Management Services

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 Lead Consultant - Incident & Problem Management Services

In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Responsibilities

• Along with applications supported we report on desktop incidents (Ex : Oultook, Web Intranet / Internet, Collaborations). Service will report to BU and we will report to IMIT Only
• Assist teams to diagnose incident root cause via the “Incident Management” process, document and communicate known errors and initiate actions to improve or correct the situation
• Provide Bridgeline and ongoing communication assistance
• Assist with Cross-Domain triage to ensure remediation of incident impact and restoration of services
• Open initial Incident Tickets and provide phase-1 triage / remediation or escalate to System Owners or appropriate technical team for assistance
• Engage with System Owners and the BU to determine severity / impact of an incident
• Manage resolution implementation (i.e. testing, implementation and certification phases) and ensure resolutions are implemented through appropriate control procedures, especially Change and Release Management
• Maintain information about problems, appropriate workarounds and resolutions to reduce the number and impact of incidents over time
• Maintain and manage data content, accuracy and completeness in the Problem Management tickets
• Conduct Incident reviews where review of “how can we prevent the recurrence?” can provide identification of any underlying cause or error
• Conduct periodic scheduled reviews (bi-weekly / monthly) with ASG teams to review operational logs, identifying patterns and trends of activities that may indicate an underlying problem might exist
• Identification of problem hot spots or themes based on the problem patterns and trends and initiate Service Improvement Plans (SIPs) to remediate
• Use Problem Analysis techniques for root cause identification
• “Pain Value Analysis” to understand the broader view of the incident / problem impact on the business with focus on in-depth analysis of what level of pain was caused to the business by specific incidents / problems
• “Kepne & Tregor Analysis” to investigate deeper-rooted problems
• “Pareto Analysis” for separating the most important potential causes of failures or more trivial issues
• “Fault Isolation Analysis” by recreating problem sequence / impact during the “Problem Diagnosis and Resolution” phase that led to a problem in a careful stepwise method, one CI at a time until the CI at fault is identified.
• Drive Continuous Service Improvement and Sustainability work efforts
• Identify vulnerabilities, threats and opportunities for improvement
• Provide daily, weekly, monthly, quarterly, yearly operational reporting – Service Quality and Key Performance Indicators
• Accountable for the interface with the Knowledge Management system and maintenance of the “Known Error” Database
• Participate in “reconvene” efforts to identify Granular Root Cause – Sev1, Sev2, Sev3 and Sev4 Incidents
• Document standardize processes and playbooks for Problem Management (Preventative Protocols)

Qualifications we seek in you!

Minimum Qualifications

Preferred Qualifications / Skills