Incident Problem Process Manager - Assistant Manager - English
Genpact
Bucuresti, Romania
6 zile în urmă

Responsibilities

  • Deliver management information, including PPIs, important metrics and reports and analyze for process improvement
  • Report status of problems in appropriate format to executive leadership, functional teams and other partners
  • Provide status reports focused on service performance, demonstrating professional service level management of definition and ways of measuring
  • Consultancy on process gaps of the Major Incident Process during business hours
  • Review recurring incidents to determine which need to be identified as Problem
  • Provide support to the Global Solutions department in translating business requirements to functional and non-functional service specifications
  • Support Service Design & Service Transition (Service Introduction) processes and activities e.g. training of new partner
  • Advice and guidance on processes to ensure compliance related to audits, security, business continuity and regulations.
  • Provide input related to service performance of the changes to be used in evaluating the business impact

  • Develop and maintain the accuracy of the repository with all documentation related to the processes in the assigned area
  • Provide work instructions for Genpact Service Management Team in order to ensure effective end-to-end service delivery
  • Coordinate the execution of root cause analysis for critical issues
  • Suggest improvements for the Incident & Problem management processes and actively mobilize and lead service improvement plans where service delivery performance is unsatisfactory or can be improved
  • Responsible for delivering process trainings
  • What can we offer?

  • Attractive salary
  • Stable job offer - employment contract
  • Work in the multicultural environment
  • Various trainings (initiating, soft skills)
  • Possibility of development
  • Benefits (Medical benefits, insurance, partner discounts, additional vacation days, meal tickets)
  • Qualifications

    Minimum qualifications

  • Experience in acting as an SME in different IT projects
  • Experience in working with suppliers and partners in a common setting in a multicultural environment
  • Experience in managing / leading large conference calls / war rooms preferred
  • Proficient overall understanding of IT landscapes (Application Management / Hosting / Infrastructure / Collaboration tools)
  • Relevant IT industry knowledge and technical skills (database administration, internet protocol, application monitoring, SAP systems, networking, server);
  • Experience with customer management : customer interactions, addressing issues & presenting accordingly
  • Solid communication skills; highly assertive
  • Analytical approach and can-do attitude
  • Good facilitation / conflict resolution skills
  • Ability to identify situations that require intervention and act accordingly
  • Problem Solving Approach including logical, systems oriented mindset; logical reasoning
  • Change Orientation Ability to adapt to changes quickly and work independently
  • Individual Performer Ability to organize & prioritize; High levels of energy and motivation
  • Concise writing skills Ability to capture complex situations in short, relevant statements
  • Organized personality with attention to details, able to work simultaneously on different projects
  • Good communication skills at all levels within Genpact, the customer organization and the customer’s suppliers and partners
  • Training abilities good interpersonal, facilitation and presentation skills
  • Preferred qualifications

  • ITIL Foundation & ITIL Service Operation certification
  • Experience in Process Improvement Methodologies Lean, Six Sigma and / or Processes Re-engineering, others Application & Execution;
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