Lead Consultant - Incident & Problem Management Services

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 IncidentManagement 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

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.