Job Description

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. 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 Associate Major Incident Manager
Responsibilities
Lead the resolution of major incidents to restore services as quickly as possible.
Act as the central point of contact for all major incidents, ensuring clear communication and coordination.
Assess impact and urgency to determine the appropriate level of response.
Work closely with technical teams, vendors, and stakeholders to troubleshoot and resolve issues.
Ensure workarounds or temporary fixes are in place if a permanent solution takes time.
Provide timely updates to senior management, business units, and affected teams during incidents
Communicate complex technical issues in a clear, concise, and non-technical manner.
Ensure transparency throughout the incident lifecycle and after resolution.
Develop and maintain incident reports, metrics, and dashboards to measure incident response effectiveness.
Responsible for delivering process trainings
Experience in acting as an SME in different IT projects
Experience in working with suppliers and partners in a common setting in a multicultural environment
Experience in managing/leading large conference calls/war rooms preferred
Proficient overall understanding of IT landscapes (Application Management/Hosting/Infrastructure/Collaboration tools)
Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);
Experience with customer management: customer interactions, addressing issues & presenting accordingly
Solid communication skills; highly assertive
Analytical approach and can-do attitude
Good facilitation/conflict resolution skills
Ability to identify situations that require intervention and act accordingly
Problem Solving Approach including logical, systems oriented mindset; logical reasoning
Change Orientation Ability to adapt to changes quickly and work independently
Individual Performer Ability to organize & prioritize; High levels of energy and motivation
Concise writing skills Ability to capture complex situations in short, relevant statements
Organized personality with attention to details, able to work simultaneously on different projects
Good communication skills at all levels within Genpact, the customer organization and the customers suppliers and partners
Training abilities good interpersonal, facilitation and presentation skills
ITIL Foundation & ITIL Service Operation certification
Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] Application & Execution;
Working Experience of ServiceNow (Ticketing tool)
Excellent English interpersonal 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 Incident and Problem Management
Qualifications we seek in you!
Minimum qualifications / Skills
Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field
Preferred qualifications / Skills
Good hands-on experience in Major Incident Management.
Skills: Excellent communication, leadership, and problem-solving skills.
Knowledge: Strong understanding of IT service management processes, incident management, and root cause analysis.
Certifications: ITIL Foundation certification or equivalent.
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. Get to know us at and on , , , and .
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.