Consultant – Problem Manager
Genpact
5 - 10 years
Hyderabad
Posted: 3/5/2025
Job Description
Responsibilities
Monitor and analyze incident data to identify recurring issues, patterns, and potential problems before they escalate.
Collaborate with cross functional teams and vendors to create a quality root cause analysis to minimize repeated failures by incorporating the relevant problem management techniques like 5 why analysis, Ishikawa analysis, Pareto charts etc
Develop and implement strategies to prevent potential issues from affecting IT services by improving processes, tools, and practices.
Collaborate with the Knowledge Management team to ensure that lessons learned from problem investigations are documented and communicated effectively.
Managing the IT problems through its lifecycle
Identify the opportunities to prevent the problems from happening using alerting mechanisms
Ensuring the permanent solutions are implemented for the problems identified
Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
Host and conclude the Post incident reviews for all priority 1 and 2 incidents
Track and publish problem data to ensure problems are resolved quickly and effectively.
Participate in Global service forums and PIR calls
Work on historical data for a trend and identify them proactively before the Major issue.
Report the metrics/KPIs on a weekly/monthly basis and drive CSI activities
Major Incident Management:
Support Major Incidents: Provide support and guidance during major incidents to ensure effective problem identification and resolution.
Incident Coordination: Assist in coordinating cross-functional teams to address and resolve major incidents, ensuring minimal impact on business operations.
Post-Incident Review: Participate in post-incident reviews to evaluate the effectiveness of the resolution process and identify opportunities for improvement.
Process Improvement: Continuously review and enhance the Problem Management process to ensure it meets industry best practices and aligns with organizational goals.
Stakeholder Communication: Maintain regular communication with stakeholders, including service owners, IT teams, and business units, to keep them informed about problem management activities and outcomes.
Reporting: Develop and deliver regular reports on problem management activities, including trends, root causes, and the effectiveness of implemented solutions.
Compliance: Ensure adherence to ITIL best practices and organizational policies and standards related to problem management and major incident management.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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