Lead Consultant - Incident & Problem Management Services
Genpact
5 - 10 years
Bengaluru
Posted: 05/03/2025
Job Description
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)
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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