Job Description
Consultant – Incident Manager: Service Now (ITIL Foundation Certification is Must)
- Design
- Design standard incident management and major incident management process document for shared services
- Design the process interface with other processes like Problem Management, Change Management, Capacity and Availability management.
- Design a standard approach to classify incidents with appropriate priority
- Design escalation matrix for all reported incidents
- Design SLAs and KPIs as per Business need
- Design reporting framework for periodic reports
- Implement
- Coordinate with SNOW team to get the design process implemented in tool
- Test the configuration to ensure right process is configured
- Test the reports generated are as per business requirements
- Monitor Operations
- Monitor all the incidents reported in various technical queue across its life cycle
- Coordinate for P1 incidents with appropriate stakeholders as per designed major incident
- Highlight the incidents which may lose SLA in next 24 hours
- Highlight the aging issues
- Highlight the backlog tickets and work with stakeholders to resolve blocker
- Publish periodic reports to measure progress on incident management
- Drive Service Improvements
- Audit incident data and process on quarterly basis
- Publish Incident trends
- Recommend service improvement strategy for identified issues
- Coordinate with teams to implement the agreed improvement strategy
If you feel this requirement JD suits your profiles, please revert with below details ASAP to proceed with your profile:
Role:Service Manager
Salary: 6,00,000 – 15,00,000 P.A.
Industry:IT Services & Consulting
Functional Area:Customer Success, Service & Operations
Role Category:After Sales Service & Repair
Employment Type:Full Time, Permanent
Key Skills
ITIL Foundation
Education
UG:Any Graduate
Company Profile
Genpact
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and industry expertise to deliver disruptive business outcomes – an approach we call Lean DigitalSM. We deliver value to our clients in two ways – through digital-led, domain-enabled solutions that drive innovation, and through intelligent operations enabled by digital that design, transform and run clients’ operations. Our approach is continually refined in one of the world’s largest digital process sandboxes, where we test and improve thousands of processes. For two decades, first as a General Electric division and since 2005 as an independent company, we have been passionately serving our clients. We generate impact for clients from the Fortune Global 500 and beyond, and employ over 77,000 people in more than 20 countries, with key offices in New York City, Palo Alto, London, and Delhi. For additional information, visit www.genpact.com. Follow Genpact on LinkedIn, Twitter, YouTube, and Facebook.
