Strategic IT Consultant

3 weeks ago

Vancouver, British Columbia, Canada Genpact Full time

At Genpact, we seek a highly skilled Principal Consultant Incident Manager, L3 to join our team. As a key member of our IT service management team, you will be responsible for overseeing the Major Incident Management process.

This role requires strong leadership and communication skills, with the ability to coordinate between IT infrastructure and application departments to ensure timely resolution of major incidents.

The ideal candidate will have a deep understanding of IT service management processes, including Problem, Change, and Incident Management, and experience working with tools such as METIS, JIRA, and COMITS.

Additional responsibilities include designing and continuously improving documented procedures for Major Incident Management, leading bridge calls, making recommendations to management, and delivering high-quality incident management and problem management.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

Key Responsibilities:

  • Design and continuously improve documented procedures for Major Incident Management
  • Lead Major Incident Management bridge calls and ensure 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

Requirements:

  • Bachelor's degree in information technology, engineering, or a related field
  • Experience working in IT service management, preferably in a similar role
  • Excellent written and verbal communication skills
  • Ability to analyze a high volume of technical data and work in a fast-paced environment

Preferred Qualifications:

  • Experience leading teams to support meeting a contractual service level agreement
  • Knowledge of Information Technology Infrastructure Library (ITIL) and integration across Incident, Problem & Change (IPC) Management
  • Experience with tools such as METIS, JIRA, and COMITS

What We Offer:

  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment

Join us at Genpact and help shape the future of IT service management.

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