Consultant - sEvent, Incident and Escalation
- Genpact
- 4 to 8 Yrs
- Hyderabad
- 8 months ago
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Job Description
- Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Consultant - Event, Incident and Escalation Management Incidents are an unwanted side-effect in data centers and cloud environments. When they occur, they become the highest priority of the service operations organization. The Escalation Manager is a critical customer service role within Support organization, working internally R&D, Services, Sales and Support, as well as externally with Customers to coordinate and drive the resolution of critical technical issues, provide timely and accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management. Shift work and/or on-call are essential to this role being highly available to manage incidents when they occur and ensure that company leaders get the best available information on a timely basis. . Responsibilities Establishing and Leading the Outage Bridge: Initiate and lead outage bridge, responsible for creating the bridge or ensuring that it is set up properly. Communication Coordination: Act as a central point of contact for all stakeholders involved in resolving the IT outage. This includes IT teams, management, vendors, and potentially external parties if they are involved. Prioritizing and Escalating Issues: Assess the severity and impact of the outage and make decisions regarding the priority of tasks and issues that need to be addressed. Escalate the incident as needed, ensuring that appropriate levels of management are informed. Facilitating Incident Resolution: Work closely with technical teams to ensure that they have the resources and support needed to diagnose and resolve the issue. This may involve providing additional information, coordinating resources, or making key decisions. Bring in the right issue resolution team/resources quickly to restore the business applications. Monitoring Progress and Providing Updates: Keep all stakeholders informed about the progress of the incident resolution efforts. This includes providing regular updates on the status of the incident, any workarounds that have been implemented, and the estimated time for full resolution. Documenting Incident Details: Maintain a detailed record of the incident, including the timeline of events, actions taken, and resolutions implemented. This documentation is crucial for post-incident analysis and reporting. Coordinating Post-Incident Activities: Once the incident is resolved, be responsible for overseeing any post-incident activities, such as conducting a post-incident review or coordinating with other teams for follow-up actions. Managing Stakeholder Expectations: Communicate with stakeholders to manage expectations regarding the incident resolution timeline, potential impacts, and any necessary business continuity or contingency plans. Implement Process Improvements: After the incident is resolved, may be involved in analyzing the incident response process to identify areas for improvement and implement changes to prevent similar incidents in the future. Compliance and Reporting: Depending on the industry and company, the lead may need to ensure that incident management processes comply with relevant regulations and standards. They may also be responsible for reporting incidents to regulatory bodies or internal stakeholders. Training and Development: Involved in training and developing members of the incident response team, as well as educating other stakeholders on incident management procedures. Maintaining Vendor Relationships: If third-party vendors are involved in the incident resolution process, the lead may be responsible for managing relationships with those vendors and ensuring they are meeting their contractual obligations. Qualifications we seek in you! Minimum Qualifications / Skills College degree in a technical field or equivalent industry-related experience. Preferred Qualifications/ Skills Excellent written and verbal communication skills Good knowledge ServiceNow Strong understanding of Server Operating systems Knowledge on ITIL process, Incident, Change and Problem Management JobConsultant Primary LocationIndia-Hyderabad ScheduleFull-time Education LevelBachelor's / Graduation / Equivalent Job PostingMay 1, 2025, 9:24:00 AM Unposting DateOngoing Master Skills ListConsulting Job CategoryFull Time,
Employement Category:
Employement Type: Full timeIndustry: IT Services & ConsultingRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Consultant - sEvent, Incident and EscalationContact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
Keyskills: Training Development ServiceNow ITIL process Incident Management Change Management Problem Management Monitoring Progress Compliance Reporting
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