Enterprise Operations Center Consultant

Principal Consultant - Enterprise Operations Center

Experience: 2-5 years (2 positions) & 8-15 years (1 Position)

Location: Hyderabad

Only Immediate Joiners.

Genpact is hiring for the role of EOC Principal Consultant involves monitoring and addressing alerts, changes, and maintenance, requiring ITIL principles, CAB process knowledge, and network device configuration. The candidate must handle P1, P2 Bridges and ensure quick resolution of business-impacting issues.

Responsibilities:

• Monitor and address alerts, changes, and maintenance.
• Handle tech and non-tech bridges, including P1 and P2 issues.
• Collaborate with Major Incident Management for business-impacting issues.
• Ensure SLA compliance and proper logging in ITSM tools.
• Manage tickets through their lifecycle, from creation to resolution.
• Raise tickets with carriers and coordinate issue resolution.
• Identify opportunities to automate repetitive tasks.
• Participate in 24x7x365 rotational support for production systems.

Qualifications we seek in you!

• Experience with ServiceNow and incident management processes.
• Knowledge of change implementation and its impact on alerts.
• Proficient with tools like SolarWinds, New Relic, Bluecat, Akamai, and PowerShell.
• Ability to collaborate and communicate with cross-functional teams and ISPs.
• Understanding of ITIL standards and ticket prioritization
• Analyze issues and determine appropriate actions to guide clients or associates toward a timely resolution.

Preferred Qualifications/ Skills

• Good Communication skills.
• Experience handling tech and non-tech bridges, including P1 and P2 issues.
• Experience in a team-oriented, collaborative environment.
• Strong analytical skills to guide timely issue resolution.