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. —and we have fun doing it! 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 Senior Principal Consultant
Position Overview:
The Senior Principal Consultant is responsible for overseeing the delivery of IT services to ensure they meet the needs of the business and its clients. This role includes the management of major incident, problem, and change management processes to minimize impact on operations and improve service reliability.
Key Responsibilities:
Major Incident Management:
• Handle high priority incidents from P1- P3 with exceptional poise and composure, making wise decisions to reduce overall service impact for maintaining high value output.
• Accountable for development and agreement of the communication plan and protocols with all stakeholders until service is restored, and also for execution of the plan.
• Initiate bridge calls and collaborate with multiple teams both within operations and account management groups.
• Engage vendor teams & stakeholders to assist the incident investigation and diagnosis.
• Ensuring ownership for the actions is assigned and troubleshoot is done further where a temporary workaround is implemented.
• Documentation of steps involved and actions taken during the outage to be updated on ITSM platform for review and audits.
• Draft the Post incident report, validate timestamps and share it with relevant team.
• Ensuring all support personnel details and reports are maintained and are up to date, including site contacts, data center SPOCs, service owners, business owners and technical diagrams.
Problem Management:
• Managing the IT problems through its lifecycle
• Collaborate with cross functional teams and vendors to create a quality root cause analysis to minimize repeated failures by incorporating the relevant problem management techniques like 5 why analysis, Ishikawa analysis, Pareto charts etc
• Identify the opportunities to prevent the problems from happening using alerting mechanisms
• Ensuring the permanent solutions are implemented for the problems identified
• Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
• Host and conclude the Post incident reviews for all priority 1 incidents
• Track and publish problem data to ensure problems are resolved quickly and effectively.
• Participate in Global service forums and PIR calls
• Work on historical data for a trend and identify them proactively before the Major issue.
• Report the metrics/KPIs on a weekly/monthly basis and drive CSI activities
Change Management
Oversee the change management process to ensure that changes are efficiently and promptly handled with minimal risk.
Evaluate change requests for potential impacts and ensure they are properly documented and authorized.
Coordinate change implementation with relevant teams and stakeholders to ensure seamless transitions.
Ensure validity and accuracy of the change request entries in ITSM tool
Ensure the release of all service changes are fully documented in terms of implementation and ongoing operational support
Drive CAB and TAB meetings
Ensure the process is understood by all users and staff responsible for change
Ensure changes and problems with changes are escalated to the right decision making levels
Convene meetings to review emergency changes
Service Delivery Management:
• Ensure that IT services are delivered in accordance with established SLAs and performance standards.
• Monitor service performance and initiate corrective actions as needed to meet service delivery targets.
• Develop and maintain relationships with key stakeholders to understand service needs and expectations.
• Work closely with various business stakeholders to drive the execution of multiple business plans and technologies.
• Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business.
• Defining business requirements, translating, analyzing and reporting them back to stakeholders
• Construct workflow charts and diagrams; studying system capabilities; writing specifications.
• Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making.
• Develop and/or evolve efficiency in the delivery process by innovation in industrialization and automation.
• Developing functional specifications for use by system developers.
• Communications to stakeholders and teams about all relevant aspects of the project, in line with contract, project baseline, project status and client feedback.
• Proposes optimization opportunities and helps to introduce innovation.
• Overall responsibility for engagement success, achieving project targets related to service level commitments, revenues, margins, client satisfaction levels.
Experience Required
• Previous Service Delivery Management
• Project management
• Change Management and the ability to influence key stakeholders
• Service Delivery
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 disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Inviting applications for the role of Senior Principal Consultant
Position Overview:
The Senior Principal Consultant is responsible for overseeing the delivery of IT services to ensure they meet the needs of the business and its clients. This role includes the management of major incident, problem, and change management processes to minimize impact on operations and improve service reliability.
Key Responsibilities:
Major Incident Management:
• Handle high priority incidents from P1- P3 with exceptional poise and composure, making wise decisions to reduce overall service impact for maintaining high value output.
• Accountable for development and agreement of the communication plan and protocols with all stakeholders until service is restored, and also for execution of the plan.
• Initiate bridge calls and collaborate with multiple teams both within operations and account management groups.
• Engage vendor teams & stakeholders to assist the incident investigation and diagnosis.
• Ensuring ownership for the actions is assigned and troubleshoot is done further where a temporary workaround is implemented.
• Documentation of steps involved and actions taken during the outage to be updated on ITSM platform for review and audits.
• Draft the Post incident report, validate timestamps and share it with relevant team.
• Ensuring all support personnel details and reports are maintained and are up to date, including site contacts, data center SPOCs, service owners, business owners and technical diagrams.
Problem Management:
• Managing the IT problems through its lifecycle
• Collaborate with cross functional teams and vendors to create a quality root cause analysis to minimize repeated failures by incorporating the relevant problem management techniques like 5 why analysis, Ishikawa analysis, Pareto charts etc
• Identify the opportunities to prevent the problems from happening using alerting mechanisms
• Ensuring the permanent solutions are implemented for the problems identified
• Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database.
• Host and conclude the Post incident reviews for all priority 1 incidents
• Track and publish problem data to ensure problems are resolved quickly and effectively.
• Participate in Global service forums and PIR calls
• Work on historical data for a trend and identify them proactively before the Major issue.
• Report the metrics/KPIs on a weekly/monthly basis and drive CSI activities
Change Management
Oversee the change management process to ensure that changes are efficiently and promptly handled with minimal risk.
Evaluate change requests for potential impacts and ensure they are properly documented and authorized.
Coordinate change implementation with relevant teams and stakeholders to ensure seamless transitions.
Ensure validity and accuracy of the change request entries in ITSM tool
Ensure the release of all service changes are fully documented in terms of implementation and ongoing operational support
Drive CAB and TAB meetings
Ensure the process is understood by all users and staff responsible for change
Ensure changes and problems with changes are escalated to the right decision making levels
Convene meetings to review emergency changes
Service Delivery Management:
• Ensure that IT services are delivered in accordance with established SLAs and performance standards.
• Monitor service performance and initiate corrective actions as needed to meet service delivery targets.
• Develop and maintain relationships with key stakeholders to understand service needs and expectations.
• Work closely with various business stakeholders to drive the execution of multiple business plans and technologies.
• Creating a detailed business analysis, outlining problems, opportunities, and solutions for a business.
• Defining business requirements, translating, analyzing and reporting them back to stakeholders
• Construct workflow charts and diagrams; studying system capabilities; writing specifications.
• Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making.
• Develop and/or evolve efficiency in the delivery process by innovation in industrialization and automation.
• Developing functional specifications for use by system developers.
• Communications to stakeholders and teams about all relevant aspects of the project, in line with contract, project baseline, project status and client feedback.
• Proposes optimization opportunities and helps to introduce innovation.
• Overall responsibility for engagement success, achieving project targets related to service level commitments, revenues, margins, client satisfaction levels.
Experience Required
• Previous Service Delivery Management
• Project management
• Change Management and the ability to influence key stakeholders
• Service Delivery
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 disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
