Genpact - Critical Incident Manager

Genpact - Critical Incident Manager

Requirements :

- Experience in Major/Critical Incident Management

- Excellent knowledge, experience and excellence within the specific area of Major Incident Management

- Should have advance knowledge of Network/Servers/Telephony/Cloud.

- ITIL Trained, Tested

- Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.

- Advance Knowledge of Microsoft Excel..

- Experience of BMC Remedy (Ticketing tool) & knowledge of Remedy based reporting.

- Strong interpersonal and teamwork skills

Responsibilities :

- Responsible for driving conference bridge(s) and Managing communication for high priority incidents and any service disruption in infrastructure (P1/P2/P3) in 24-7 environment.

- Driving the efficiency and effectiveness of the incident management process.

- Ensuring that all IT teams follow the incident management process for every incident.

- Monitoring the effectiveness of incident management and making recommendations for improvement.

- Driving, developing, managing and maintaining the major incident process and associated procedures.

- Check Remedy que regularly and take care of tickets assigned to team.

- Publish notifications as well as regular updates for Senior leadership consumption