Principal Consultant - Incident & Problem Management Services
Genpact View all jobs
- Bangalore, Karnataka
- Permanent
- Full-time
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.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.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.Inviting applications for the role of Principal Consultant - Incident & Problem Management ServicesIn this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.ResponsibilitiesAlong with applications supported we report on desktop incidents (Ex: Oultook, Web Intranet/Internet, Collaborations). Service will report to BU and we will report to IMIT OnlyAssist teams to diagnose incident root cause via the “Incident Management” process, document and communicate known errors and initiate actions to improve or correct the situationProvide Bridgeline and ongoing communication assistanceAssist with Cross-Domain triage to ensure remediation of incident impact and restoration of servicesOpen initial Incident Tickets and provide phase-1 triage/remediation or escalate to System Owners or appropriate technical team for assistanceEngage with System Owners and the BU to determine severity/impact of an incidentManage resolution implementation (i.e. testing, implementation and certification phases) and ensure resolutions are implemented through appropriate control procedures, especially Change and Release ManagementMaintain information about problems, appropriate workarounds and resolutions to reduce the number and impact of incidents over timeMaintain and manage data content, accuracy and completeness in the Problem Management ticketsConduct Incident reviews where review of “how can we prevent the recurrence?” can provide identification of any underlying cause or errorConduct periodic scheduled reviews (bi-weekly/monthly) with ASG teams to review operational logs, identifying patterns and trends of activities that may indicate an underlying problem might existIdentification of problem hot spots or themes based on the problem patterns and trends and initiate Service Improvement Plans (SIPs) to remediateUse Problem Analysis techniques for root cause identification“Pain Value Analysis” to understand the broader view of the incident/problem impact on the business with focus on in-depth analysis of what level of pain was caused to the business by specific incidents/problems“Kepne & Tregor Analysis” to investigate deeper-rooted problems“Pareto Analysis” for separating the most important potential causes of failures or more trivial issues“Fault Isolation Analysis” by recreating problem sequence/impact during the “Problem Diagnosis and Resolution” phase that led to a problem in a careful stepwise method, one CI at a time until the CI at fault is identified.Drive Continuous Service Improvement and Sustainability work effortsIdentify vulnerabilities, threats and opportunities for improvementProvide daily, weekly, monthly, quarterly, yearly operational reporting – Service Quality and Key Performance IndicatorsAccountable for the interface with the Knowledge Management system and maintenance of the “Known Error” DatabaseParticipate in “reconvene” efforts to identify Granular Root Cause – Sev1, Sev2, Sev3 and Sev4 IncidentsDocument standardize processes and playbooks for Problem Management (Preventative Protocols)Qualifications we seek in you!Minimum QualificationsBE/B Tech/MCAExcellent written and verbal communication skillsBasic understanding of Investment Management/financial services domain knowledgePreferred Qualifications/ SkillsUnix, Java, Excel, Mainframe, Pager Duty, Apica, Prometheus, Grafana, ITIL, SQL, Change Management, SDLC, Cloud Fundamentals, Networking Fundamentals, HTML, JIVE, JIRA, Splunk, Python, Linux/Unix Shell Scripting, Service Now, Informatica, Adobe, Tableau, Incident & Problem Management foundation, Autosys, ESP, Nagios, Comet, MQ, Communication and Writing skills, Able to facilitate an Incident, Office Suite (Power Point, Excel, Word)Why join Genpact?
- Lead AI-first transformation – Build and scale AI solutions that redefine industries
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
- Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
- Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
- 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
Let’s build tomorrow together.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 respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.