Management Trainee - Critical Incident Management Job in Hyderabad at Genpact

Genpact is hiring for the role of Management Trainee - Critical Incident Management!

Responsibilities of the Candidate:

• Drives restoration of impacted service while meeting the required service levels.  
• Check the Service Now queue regularly and take care of tickets assigned to a team. 
• Publish notifications as well as regular updates for Senior leadership consumption 
• Driving the efficiency and effectiveness of the incident management process. 
• Ensuring that all IT teams follow the incident management process for every incident. 
• Acts as overall in charge during a shift managing both application and infrastructure operational teams. Makes decisions on behalf of the group to mitigate risks and ensure business continuity.  
• Monitoring the effectiveness of incident management and making recommendations for improvement. 
• Keeps track of operational improvement areas and suggests process improvement base on case studies to Service Owners.  
• Driving, developing, managing and maintaining the major incident process and associated procedures. 
• Preparing Daily, Weekly & Monthly reports 
• Responsible for the transition of Infrastructure Operations shifts 
• Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA 
• Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.  

Requirements:

• Relevant experience as a Major/Critical Incident Manager. 
• Should have advanced knowledge of Network/Servers/Telephony/Cloud. Technical certification like MCP/CCNA/Advance diploma etc. is a must. 
• ITIL Trained, Tested and Certified. (ITIL Foundation Certified) 
• Working Experience of Service Now (Ticketing tool)  
• Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations. 
• Excellent knowledge, experience, and excellence within the specific area of Major Incident Management 
• Resources should be stable, no frequent job changes.