Lead Consultant]

4 weeks ago


Montréal, Canada Genpact Full time

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._
- Will make independent decisions regarding new processes and procedures for the Major Incident Management process._
- This role is work from office._
- Responsibilities_
- _Designs and continuously improves documented procedures for Major Incident Management._
- _Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved._
- _Make recommendations to management regarding improvements, and concerns._
- _Deliver high-quality incident management and problem management for any high severity issues._
- _Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes._
- _Prioritize incidents and problems based on urgency and impact to the business._
- _Drive Incident Manager training materials and execute training programs._
- _Write and maintain documentation for incident protocols, processes, and standards._
- _Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies._
- _Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs._

**_ _**
- Qualifications we seek in you_
- Minimum Qualifications_
- _Bachelor's degree in information technology, engineering, or a related field._

**_ _**
- Preferred Qualifications/ Skills_
- _Experience working in IT service management, being IM or a similar role. Tech support experience is helpful._
- _Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations._
- _Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant._
- _Ability to analyse a high volume of technical data and work in a fast-paced environment._
- _Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management_
- _Experience on Change Management; Problem Management and Incident management_
- _Knowledge of tools such as METIS, JIRA, COMITS will be added advantage._
- _Ability to work under mínimal supervision._
- _Capital Markets Domain knowledge is preferred._
- _Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management. Experience._

**_ _**

**_
Job_**_Lead Consultant_

**_ Primary Location_**_CA-Montreal_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Apr 29, 2024, 5:41:19 PM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Consulting_
- Job Category_Full Time_


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