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Consultant - Event, Incident and Escalation Management - Job Opportunity at Genpact

Hyderabad, India
Full-time
Mid-level
Posted: May 2, 2025
On-site
USD 45,000 - 65,000 annually based on Hyderabad market rates for mid-level IT consultants

Benefits

Global professional development opportunities
Work with Fortune Global 500 clients
International exposure across 30+ countries
Career advancement in digital operations and AI

Key Responsibilities

Lead critical incident response and management for enterprise-scale infrastructure
Drive strategic communication and coordination between stakeholders during critical outages
Implement and oversee comprehensive incident management frameworks
Direct post-incident analysis and process improvement initiatives
Manage vendor relationships and ensure SLA compliance
Develop and maintain incident response documentation and procedures

Requirements

Education

Bachelor's degree in technical field

Experience

Not explicitly specified

Required Skills

ServiceNow expertise ITIL process knowledge Incident Management Change Management Problem Management Server Operating Systems Excellent written and verbal communication skills
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Sauge AI Market Intelligence

Industry Trends

Increasing complexity of hybrid cloud environments is driving demand for sophisticated incident management capabilities Integration of AI and automation in incident response is becoming standard practice Growing emphasis on proactive incident prevention rather than reactive management Rising importance of compliance and regulatory reporting in incident handling

Role Significance

Typically part of a 10-15 person incident management team in an enterprise environment
Mid-level position with significant operational impact and direct influence on business continuity

Key Projects

Critical infrastructure outage management Incident response process optimization Stakeholder communication framework development Post-incident analysis and improvement initiatives

Success Factors

Strong incident triage and prioritization capabilities Excellent stakeholder management across technical and business teams Ability to maintain composure and clarity during high-pressure situations Deep understanding of enterprise infrastructure and dependencies

Market Demand

High demand driven by digital transformation initiatives and increasing infrastructure complexity across enterprises

Important Skills

Critical Skills

Incident Management expertise is fundamental as the role directly impacts business continuity Communication skills are essential for stakeholder management and crisis coordination ITIL knowledge is crucial for process alignment and best practices

Beneficial Skills

Cloud infrastructure knowledge Automation and scripting capabilities Business impact analysis skills Regulatory compliance understanding

Unique Aspects

Direct exposure to Fortune Global 500 client environments
Opportunity to work with cutting-edge digital operations and AI technologies
Global team collaboration across 30+ countries

Career Growth

2-3 years in role before advancement, depending on performance and organizational growth

Potential Next Roles

Senior Incident Manager IT Operations Manager Service Delivery Manager Technical Program Manager

Company Overview

Genpact

Genpact is a global professional services firm with 125,000+ employees, focused on digital operations and transformation

Strong market position as a leading digital transformation partner for Fortune Global 500 companies
Significant presence in Hyderabad with major delivery center operations
Fast-paced, technology-driven environment with strong focus on innovation and client service
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Job Listings Data

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  • Salary estimates and market demand analysis
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  • Critical success factors and key skills
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