Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of [Management Trainee], [Major Incident Management]!
In this role, you will be responsible responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents, ensuring minimal business impact through timely communication and stakeholder engagement. Manages incident bridges, drives root cause analysis, and ensures compliance with ITIL processes while continuously improving the Major Incident Management function.
Responsibilities
• Own and lead the end-to-end Major Incident Management (MIM) process for high-priority (P1/P2) incidents.
• Act as the primary point of contact and escalation for all major incidents across IT services.
• Ensure rapid response and resolution coordination by engaging cross-functional technical teams.
• Drive incident bridges (technical and management), providing real-time updates and guidance.
• Provide timely and accurate communication to stakeholders, including leadership and impacted business users.
• Deliver incident notifications, progress reports, and post-incident summaries (PIRs/RCA updates).
• Maintain clear, concise, and professional communication during high-pressure situations.
• Coordinate with problem management teams to identify root causes.
• Ensure that RCA (Root Cause Analysis) and PIR (Post-Incident Report) are documented and tracked to closure.
• Identify opportunities for process improvements and preventive measures.
• Ensure adherence to ITIL processes and internal SLAs/OLAs.
• Maintain incident logs and documentation for audit and knowledge management.
• Track and report KPIs related to major incidents (MTTR, incident aging, recurrence rate, etc.).
• Participate in service reviews and contribute to improving the MIM process.
• Provide inputs to automation and tooling initiatives to enhance incident response.
• Mentor junior team members and support training activities.
Qualifications we seek in you!
Minimum Qualifications / Skills
• Bachelor’s degree in Computer Science, Information Technology, Business Administration or a related field (Master’s degree preferred).
• Strong knowledge of ITIL v3/v4 framework, particularly around Incident, Problem, and Change Management.
• Hands-on experience managing P1/P2 incidents in a complex, multi-vendor IT environment.
• Excellent communication and crisis management skills.
• Experience in using ITSM tools like ServiceNow, Remedy, or BMC.
• Ability to assess technical issues quickly and coordinate with the right teams to resolve them.
• Willingness to work in 24x7 environments or on-call rotations.
Preferred Qualifications/ Skills
• ITIL Foundation or Intermediate certification.
• Experience in cloud-based environments (AWS, Azure, etc.).
• Exposure to monitoring and alerting tools (e.g., Splunk, Nagios, AppDynamics).
• Strong understanding of enterprise infrastructure (network, server, applications).
• Excellent leadership and team management skills.
• Strong problem-solving and analytical abilities.
• Effective communication and interpersonal skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Strong organizational skills and attention to detail.
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 respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.