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 Principal Consultant - Command Center Services
In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Responsibilities
• Provide end-to-end monitoring and “real-time” (eyes on glass) services to gauge the health and wellness of the environment/application.
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Record/classify received Incidents and drive immediate effort to restore failed IT Services as quickly as possible.
• Level-1 support should be able to resolve between 50% and 75% of all incidents.
• Provide 24x7 monitoring and operational support for Investment Management Technology applications (Customer Experience, Transaction Volumes, Response Times, Application/Infrastructure events, Batch Errors/Execution, Capacity/Performance, DDOS activity, Workload management/Network Connectivity, social media, data
• Execute day-to-day routine tasks (Automated and Non-Automated) related to the heath of infrastructure and application functions (health checks, application checks and etc.)
• Assist with Cross-Domain triage to ensure remediation of incident impact and restoration of services.
• Open initial Incident Tickets and provide phase-1 triage/remediation or escalate to Level-2 or appropriate technical team for assistance.
• Investigate suspicious events – cross check via other monitors to validate/correlate service/application disruptions.
• Generate initial Awareness/Status Communications for Sev-1, Sev-2, Sev-3 and Sev-4 events.
• Engage Level-2 team to determine severity/impact of an incident.
• Provide Bridgeline and ongoing communication assistance.
• Support Change and Release activities (perform planned/unplanned traffic routing, and cycling of components)
• Ensure application stability and integrity through a diverse global integrated proactive support model that emphasizes improvement and innovation across all disciplines.
• Drive innovation and risk reduction initiatives with the development of enhanced monitoring solutions, simple incident triage improvements etc.
• Incorporate enhanced correlation, suppression and data enrichment as part of the monitoring/event management strategy.
• Document and standardize process and playbooks for event management – Knowledge Management
• Perform Monitoring audits and gap assessments.

Qualifications we seek in you
Minimum Qualifications
• BE/B Tech/MCA
• Excellent written and verbal communication skills
• Basic understanding of Investment Management/financial services domain knowledge

Preferred Qualifications/ Skills
• Unix, Java, Excel, Mainframe, Pager Duty, Apica, Prometheus, Grafana, ITIL, SQL, Change Management, SDLC, Cloud Fundamentals, Networking Fundamentals, HTML, JIVE, JIRA, Splunk, Python, Linux/Unix Shell Scripting, Service Now, Informatica, Adobe, Tableau, Incident Problem Management foundation, Autosys, ESP, Nagios, Comet, MQ, Office Suite (Power Point, Excel, Word)

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.