Principal Consultant - Command Center Services
Genpact
5 - 10 years
Bengaluru
Posted: 3/5/2025
Job Description
Responsibilities
Provide end-to-end monitoring and real-time (eyes on glass) services to gauge the health and wellness of the environment/application.
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Record/classify received Incidents and drive immediate effort to restore failed IT Services as quickly as possible.
Level-1 support should be able to resolve between 50% and 75% of all incidents.
Provide 24x7 monitoring and operational support for Investment Management Technology applications (Customer Experience, Transaction Volumes, Response Times, Application/Infrastructure events, Batch Errors/Execution, Capacity/Performance, DDOS activity, Workload management/Network Connectivity, social media, data
Execute day-to-day routine tasks (Automated and Non-Automated) related to the heath of infrastructure and application functions (health checks, application checks and etc.)
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 Level-2 or appropriate technical team for assistance.
Investigate suspicious events cross check via other monitors to validate/correlate service/application disruptions.
Generate initial Awareness/Status Communications for Sev-1, Sev-2, Sev-3 and Sev-4 events.
Engage Level-2 team to determine severity/impact of an incident.
Provide Bridgeline and ongoing communication assistance.
Support Change and Release activities (perform planned/unplanned traffic routing, and cycling of components)
Ensure application stability and integrity through a diverse global integrated proactive support model that emphasizes improvement and innovation across all disciplines.
Drive innovation and risk reduction initiatives with the development of enhanced monitoring solutions, simple incident triage improvements etc.
Incorporate enhanced correlation, suppression and data enrichment as part of the monitoring/event management strategy.
Document and standardize process and playbooks for event management Knowledge Management
Perform Monitoring audits and gap assessments.
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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