Incident Problem Process Manager

Responsibilities

• Deliver management information, including PPIs, KPIs and reports and analyze for process improvement
• Report status of problems in appropriate format to executive leadership, functional teams and other partners
• Provide status reports focused on service performance, demonstrating professional service level management of definition and ways of measuring
• Consultancy on process gaps of the Major Incident Process during business hours
• Review recurring incidents to determine which need to be identified as Problem
• Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications
• Support Service Design & Service Transition (Service Introduction) processes and activities . training of new partner
• Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations. Provide input related to service performance of the changes to be used in evaluating the business impact
• Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area
• Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
• Coordinate the execution of root cause analysis for critical issues
• Suggest improvements for the Incident & Problem management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved
• Responsible for delivering process trainings

What can we offer?

• Attractive salary
• Stable job offer - employment contract
• Work in the multicultural environment
• Various trainings (initiating, soft skills)
• Possibility of development
• Benefits (Medical benefits, insurance, partner discounts, additional vacation days, meal tickets)

Qualifications Minimum qualifications

• 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 skill
• 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 customer’s suppliers and partners
• Training abilities – good interpersonal, facilitation and presentation skills

• Preferred qualifications
  • ITIL Foundation & ITIL Service Operation certification
  • Experience in Process Improvement Methodologies [Lean, Six Sigma and/or Processes Re-engineering, others] – Application & Execution;

  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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.