Consultant IT Ops
KeySkills
-
it operations,
it ops,
major incident management,
crisis management,
tier 2 support,
infrastructure support,
incident response,
executive support,
ecs support,
executive communication,
bridge call management,
post incident review,
pir,
root cause analysis,
problem management,
event correlation,
alert monitoring,
false positive reduction,
monitoring tools,
splunk,
dynatrace,
datadog,
itsm,
servicenow,
service transition,
change management,
knowledge management,
service desk training,
l1 coaching,
premium support,
system reliability,
operational excellence,
automation,
ai in it operations,
digital transformation,
microsoft 365,
sap support,
unix,
networking,
cloud operations,
continuous improvement,
collaboration,
customer centric approach.,
Job Description
- Job Description:
- Inviting applications for the role of Principal Consultant - IT Ops
- In this role, you will lead major incident response, coordinate technical teams, ensure service reliability, and support executive users while driving automation and continuous improvement across IT operations.
Responsibilities:- 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.
- Qualifications we seek in you!
Minimum Qualifications:- ServiceNow or other ITSM tools
- Monitoring platforms (e.g., Splunk, Dynatrace, DataDog)
- Familiarity with Microsoft 365, SAP, Unix, Networking
- Crisis Management & Executive Communication
- Advanced Incident Resolution (beyond L1 scope)
- Root Cause Analysis & Problem Management
- Event/Alert Triage and Monitoring Systems
- Technical Domain Expertise (e.g., Infra, SAP, Cloud)
- Behavioural & Leadership Competencies:
- Strong collaboration across global teams
- Customer-centric mindset
- Knowledge sharing and peer coaching
- Continuous improvement and digital innovation focus
Job Details
Experience :
0 To 4
Number Of
Vacancies :
10
Job Type :
Permanent
Industry Type : IT/Software
Salary
:
4 Lac - 8 Lac
P.A
Education Summary
UG :
Any UG Degree
PG :
Any PG Degree
Contact Details
Contact
Person :
NA
Contact
Number :
8030835000
e-mailId :
hr.helpdeskexit@genpact.com
Address :
RMZ One Paramount Porur Chennai, Campus-10,6th Floor, RMZ-One Paramount, Mount Poonamallee High Road, Porur, Chennai- 600116
Office Location
Central Jakarta No 1234, Jakarta, IndonesiaApplication Designer
Experience -
4 to 6
Custom Software Engineer
Experience -
3 to 5
Full Stack Engineer
Experience -
4 to 6
Key Skills -
Full stack development,
Application development,
Backend development,
Frontend development,
SAP Vendor Invoice Management,
Cloud first development,
Agile methodology,
Application design,
System engineering,
Problem solving,
Analytical skills,
Team collaboration,
Project management tools,
Associate Software Engineer
Experience -
4 to 8