Job expirat
As a Duty Incident Manager you will own the Incident Management process and of course, act as a primary source of management and stakeholder information about the Incident Management process.
The DIM also:
• Reviews KPIs and takes any actions required following analysis
• Improves the effectiveness and efficiency of the process
• Ensures all relevant staff have the required training in the process and are aware of their role in the process
• Ensures that the process, roles, responsibilities and documentation are regularly reviewed and audited
• Decides upon the necessity to raise an emergency change to solve an incident
• Tracks and reviews open incidents’ status
• Liaises with all suppliers and stakeholders to ensure Incident Management activities are performed within service level agreement (SLA) targets and according to schedule
• Manages major incidents and the incident escalation process
• Understands the business impact of an escalated incident
• Decides upon major incident team participants
• Ensures appropriate communications of major incidents are circulated to the appropriate target audiences
• Escalates incident-related issues to the required level of management
• Analyzes incident records to detect any problems or trends and proposes actions to rectify apparent weak areas in the Incident Management process
• Monitors incident resolution times as agreed in OLA or UC agreements
• Liaises with suppliers to review suppliers results
• Working knowledge of ITIL
• Organized personality with attention to details, able to work simultaneously on different projects;
• Strong analytical skills
• Experience in offering support for ERP applications and/or IT Infrastructure elements
• Strong knowledge of IT systems, infrastructure and application architectures
• Decision making: taking calculated risk in complex, ambiguous or risky situations to force an issue or set a direction
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
