Principal Consultant - Incident %26 Problem Management Services

Ready to build the future with AI
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 Services

In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Responsibilities

• Along 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 Only

• Assist teams to diagnose incident root cause via the 'Incident Management' process, document and communicate known errors and initiate actions to improve or correct the situation

• Provide Bridgeline and ongoing communication assistance

• Assist with Cross-Domain triage to ensure remediation of incident impact and restoration of services

• Open initial Incident Tickets and provide phase-1 triage/remediation or escalate to System Owners or appropriate technical team for assistance

• Engage with System Owners and the BU to determine severity/impact of an incident

• Manage resolution implementation (i.e. testing, implementation and certification phases) and ensure resolutions are implemented through appropriate control procedures, especially Change and Release Management

• Maintain information about problems, appropriate workarounds and resolutions to reduce the number and impact of incidents over time

• Maintain and manage data content, accuracy and completeness in the Problem Management tickets

• Conduct Incident reviews where review of 'how can we prevent the recurrence' can provide identification of any underlying cause or error

• Conduct 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 exist

• Identification of problem hot spots or themes based on the problem patterns and trends and initiate Service Improvement Plans (SIPs) to remediate

• Use 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 efforts

• Identify vulnerabilities, threats and opportunities for improvement

• Provide daily, weekly, monthly, quarterly, yearly operational reporting - Service Quality and Key Performance Indicators

• Accountable for the interface with the Knowledge Management system and maintenance of the 'Known Error' Database

• Participate in 'reconvene' efforts to identify Granular Root Cause - Sev1, Sev2, Sev3 and Sev4 Incidents

• Document standardize processes and playbooks for Problem Management (Preventative Protocols)

Qualifications we seek in you!

Minimum Qualifications

• BE/B Tech/MCA

• Excellent written and verbal communication skills

• Basic understanding of Investment Management/financial services domain knowledge

Preferred Qualifications/ Skills

• Unix, 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
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
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.