Escalation Lead/Manager

Genpact (NYSE: G) is a global advanced technology services and solutions company that delivers unparalleled value for leading enterprises. Powered by our mix of deep business knowledge, operational excellence, and innovation, we help companies across industries reimagine finance and risk, supply chains, core industry operations, and more. We use our innate curiosity and courage to relentlessly pursue a world that works better for people.

Welcome to the relentless pursuit of a world that works better for people

Inviting applications for the role of Escalation Lead associate -Event, Incident and Escalation Management 

Incidents are an unwanted side-effect in data centers and cloud environments.  When they occur, they become the highest priority of the service operations organization.

The Escalation Manager is a critical customer service role within Support organization, working internally R&D, Services, Sales and Support, as well as externally with Customers to coordinate and drive the resolution of critical technical issues, provide timely and
accurate updates regarding these issues, and provide important details on the status of the customer relationship with senior management.

Shift work and/or on-call are essential to this role being highly available to manage incidents when they occur and ensure that company leaders get the best available information on a timely basis.

Responsibilities

•  Establishing and Leading the Outage Bridge: Initiate and lead the outage bridge, ensuring it is set up correctly and effectively.
• Communication Coordination: Serve as the central point of contact for all stakeholders involved in resolving the IT outage, including IT teams, management, vendors, and any external parties.
• Prioritizing and Escalating Issues: Assess the severity and impact of the outage to decide on the priority of tasks and issues. Escalate the incident as necessary, ensuring that appropriate management levels are informed.
• Facilitating Incident Resolution: Collaborate closely with technical teams to ensure they have the necessary resources and support to diagnose and resolve the issue. This may involve providing additional information, coordinating resources, or making crucial decisions to bring in the appropriate issue resolution team quickly and restore business applications.
• Monitoring Progress and Providing Updates: Keep all stakeholders informed about the progress of the incident resolution efforts. This includes giving regular updates on the incident's status, any workarounds implemented, and the estimated time for full resolution.
• Documenting Incident Details: Maintain a detailed record of the incident, which includes a timeline of events, actions taken, and resolutions implemented. This documentation is vital for post-incident analysis and reporting.
• Coordinating Post-incident Activities: Once the incident is resolved, oversee any post-incident activities, such as conducting a post-incident review or coordinating follow-up actions with other teams.
• Managing Stakeholder Expectations: Communicate with stakeholders to set realistic expectations regarding the incident resolution timeline, potential impacts, and necessary business continuity or contingency plans.
• Implementing Process Improvements: After resolving the incident, analyze the incident response process to identify areas for improvement and enact changes to prevent similar incidents in the future.
• Compliance and Reporting: Ensure that incident management processes comply with relevant regulations and standards, and report incidents to regulatory bodies or internal stakeholders as required.
• Training and Development: Participate in training and developing members of the incident response team, as well as educating other stakeholders on incident management procedures.
• Maintaining Vendor Relationships: If third-party vendors are involved in the incident resolution process, manage relations

Qualifications we seek in you!

Minimum Qualifications / Skills

• College degree in a technical field or equivalent industry-related experience.

Preferred Qualifications/ Skills

• Excellent written and verbal communication skills
• Good knowledge ServiceNow
• Strong understanding of Server Operating systems
• Knowledge on Information Technology Infrastructure Library  (ITIL) process, Incident, Change and Problem Management

The approximate annual base compensation range for this position is $40,000 to $80,000. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant’s experience, knowledge, skills, and abilities; geographic location; and internal equity.

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. Get to know us at www.genpact.com  and on X, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.