Principal Consultant, Service Quality Engineer
Genpact
5 - 10 years
Pune
Posted: 21/05/2025
Job Description
Responsibilities
Own and manage Incidents, Problem records and Change management, per ITIL standards.
Managing major issues (P1 in nature) and took them to closure.
Handling and improving Batch monitoring, issue resolution and Service requests.
Monitor and report on all aspects of Production processing (Incidents, Problems, Service Level indicators etc.).
Work closely with the Engineering / product team to ensure automation of the Production processes. Promote Site Reliability Engineering culture.
Adopt and follow the Agile and DevOps principles.
Communicate effectively with various Business & IT teams. Collaborate effectively with global members to achieve desired outcomes.
Should be ready to provide 24*7 support on rotation / need basis.
Ensure adherence to different SLAs.
Understand monitoring tools and evolve the tooling to improve the Operations teams ability to proactively deal with production issues.
Should comply with audit, data protection & IT Security procedures to ensure integrity of system.
Should be open to learn new technologies based on project requirements.
Should be open to work on IT service quality 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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