Posted:3 days ago|
Platform:
On-site
Full Time
.Serve as Tier 2 support for IT Infrastructure and Lead Major Incident and Crisis Management activities
.Coordinating technical teams and managing executive-level bridge calls and communications.
.Conduct Post-Incident Reviews (PIRs), documenting root causes and driving preventive actions.
.Monitor alerts from MGS Monitoring Centre tools, perform event correlation, and reduce false positives to prevent user impact.
.Collaborate with third-level support teams to drive proactive and reactive Problem Management and implement permanent fixes.
.Act as Technology Lead for one or more domains, working to reduce incident recurrence and improve system reliability.
.Support project teams during service transitions, ensuring smooth integration of new technologies into operations.
.Train and coach Service Desk (L1) agents, enhancing the Knowledge Base and leading handover sessions.
.Provide premium support for executive users (ECS), ensuring high-touch service and discretion.
.Contribute to digital transformation initiatives by identifying automation and AI opportunities within IT Operations.
.ServiceNow or other ITSM tools
.Monitoring platforms (e.g., Splunk, Dynatrace, DataDog)
.Familiarity with Microsoft 365, SAP, Unix, Networking
.Crisis Management & Executive Communication
oAdvanced Incident Resolution (beyond L1 scope)
oRoot Cause Analysis & Problem Management
oEvent/Alert Triage and Monitoring Systems
.Technical Domain Expertise (e.g., Infra, SAP, Cloud)
.Behavioural & Leadership Competencies:
oStrong collaboration across global teams
oCustomer-centric mindset
oKnowledge sharing and peer coaching
oContinuous improvement and digital innovation focus
.Exposure to automation/AI/chatbot tools (preferred)
Genpact
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