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Principal Consultant],
2 weeks ago
**_Ready to build the future with AI?_**
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**_ At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s _**_AI Gigafactory_**_, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to _**_agentic AI_**_, our breakthrough solutions tackle companies’ most complex challenges._**
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**_ If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment._**
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**_ Will make independent decisions regarding new processes and procedures for the Major Incident Management process. This role is work from office._**
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**_ Responsibilities_**:**_ _**
- **_Designs and continuously improve documented procedures for Major Incident Management._**
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- **_Leads Major Incident Management bridge calls, ensures prompt action on behalf of all teams involved._**
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- **_Make recommendations to management regarding improvements and concerns._**
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- **_Deliver high-quality incident management and problem management for any high severity issues._**
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- **_Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes._**
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- **_Prioritize incidents and problems based on urgency and impact on the business._**
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- **_Drive Incident Manager training materials and execute training programs._**
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- **_Write and maintain documentation for incident protocols, processes, and standards._**
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- **_Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies._**
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- **_Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs._**
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**_ Qualifications we seek in you_**:**_ _**_Minimum Qualifications_**_ _**
- **_Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream._**
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**_ Or_**
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- **_A degree in Computer Science, IT, Systems Engineering or a related qualification._**
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- **_ Preferred Qualifications/ Skills_**_ _**
- **_Experience working in IT service management, being IM or a similar role. Tech support experience is helpful._**
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- **_Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations._**
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- **_Excellent written and verbal communication skills are a must. The ability to effectively communicate is significant._**
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- **_Ability to analyze a high volume of technical data and work in a fast-paced environment._**
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- **_Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Incident Management_**
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- **_Experience in Change Management; Problem Management and Incident management_**
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- **_Knowledge of tools such as METIS, JIRA, COMITS will be added advantage._**
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- **_Ability to work under mínimal supervision._**
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- **_Capital Markets Domain knowledge is preferred._**
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- **_Knowledge of Information Technology Infrastructure Library (ITIL), integration across Incident, Problem & Change (IPC) Management Experience._**
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**_ Why join Genpact?_**
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**_Lead AI-first transformation_**_ - Build and scale AI solutions that redefine industries_**
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**_Make an impact_**_ - Drive change for global enterprises and solve business challenges that matter_**
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**_Accelerate your career_**_—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills_**
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**_Grow with the best_**_ - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace_**
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**_Committed to ethical AI_**_ - Work in an environment where governance, transparency, and security are at the core of everything we build_**
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**_Thrive in a values-driven culture_**_ - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress_**
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**_Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up._**
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**_ Let’s build tomorrow together._**
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**_ Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disabil
