Consultant – Major Incident Manager

Lead the resolution of major incidents to restore services as quickly as possible.

Act as the central point of contact for all major incidents, ensuring clear communication and coordination.

Assess impact and urgency to determine the appropriate level of response.

Work closely with technical teams, vendors, and stakeholders to troubleshoot and resolve issues.

Ensure workarounds or temporary fixes are in place if a permanent solution takes time.

Provide timely updates to senior management, business units, and affected teams during incidents

Communicate complex technical issues in a clear, concise, and non-technical manner.

Ensure transparency throughout the incident lifecycle and after resolution.

Develop and maintain incident reports, metrics, and dashboards to measure incident response effectiveness.

Responsible for delivering process trainings

Experience in acting as an SME in different IT projects

Experience in working with suppliers and partners in a common setting in a multicultural environment

Experience in managing/leading large conference calls/war rooms preferred

Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)

Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);

Experience with customer management: customer interactions, addressing issues & presenting accordingly

Solid communication skills; highly assertive

Analytical approach and can-do attitude

Good facilitation/conflict resolution skills

Ability to identify situations that require intervention and act accordingly

Problem Solving Approach – including logical, systems oriented mindset; logical reasoning

Change Orientation – Ability to adapt to changes quickly and work independently

Individual Performer – Ability to organize & prioritize; High levels of energy and motivation

Concise writing skills – Ability to capture complex situations in short, relevant statements

Organized personality with attention to details, able to work simultaneously on different projects

Good communication skills at all levels within Genpact, the customer organization and the customer’s suppliers and partners

Training abilities – good interpersonal, facilitation and presentation skills

ITIL Foundation & ITIL Service Operation certification

Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution;

Working Experience of ServiceNow (Ticketing tool)

Excellent English interpersonal skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.

Excellent knowledge, experience and excellence within the specific area of Incident and Problem Management

Good hands-on experience in Major Incident Management.

Skills: Excellent communication, leadership, and problem-solving skills.

Knowledge: Strong understanding of IT service management processes, incident management, and root cause analysis.

Certifications: ITIL Foundation certification or equivalent.