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
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