Senior Principal Consultant - Site Reliability Engineers/L2
Genpact
5 - 10 years
Bengaluru
Posted: 3/5/2025
Job Description
Responsibilities
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Accountable for driving and dictating efforts to mitigate and/or restore to normal business operations
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Review of Temporary Access requests / Get Access entitlements and grant/revoke as appropriate
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Follow documented procedures, and update documentation for resolved issues
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Determine customer experience and assess risk (core vs minor functions, regulatory or reputational)
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Determine incident severity, priority, impact and proper escalation protocols
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Ensure proper technology teams are engaged and supporting restoral of services
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Research and remediate customer/client data issues
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If required, request external support from software and/or hardware manufacturers
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Utilize tools and data to assist in research and determination of root-cause and restoral steps
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Ensure proper measures are taken such as batch restarts, routing, splashing, contingency or escalation to achieve restoral.
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Accountable for High Impact Incident Communications (Status, Restoral Efforts, Customer/Service Impact) to appropriate technology/business groups
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Drives requirements for Task Automation and tooling.
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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