Principal Consultant – Major Incident Manager (Escalation Management Team)

Ready to build the future with AI? 
At Genpact, we don’t just keep up with technology—we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 
Inviting applications for the role of Principal Consultant – Major Incident Manager (Escalation Management Team)

Responsibilities

We are seeking a proactive and skilled Major Incident Manager to join our Escalation Management team. In this critical role, you will lead high-priority incident bridges to ensure rapid service restoration by coordinating with resolver groups and keeping stakeholders informed with timely updates. You will work closely with internal teams across SRE, Business Partners, R&D, Services, Sales, and Support, as well as with customers, to drive resolution of critical technical issues and provide executive-level visibility into incident status and customer impact. This role requires availability during CST hours and includes shift work and/or on-call responsibilities to ensure 24/7 incident coverage and timely communication to leadership. 
•    Serve as the first escalation point for the Event Management team and lead major incident bridges to ensure rapid service restoration. 
•    Act as the single point of contact for complex, high-priority escalations across global teams. 
•    Own and drive the end-to-end resolution of major incidents, including coordination with resolver groups and timely stakeholder communication. 
•    Collaborate with cross-functional teams (R&D, Product Management, Support, Sales, and Services) to troubleshoot issues and allocate appropriate resources. 
•    Monitor incident progress and ensure alignment with resolution timelines and customer expectations. 
•    Conduct Post-Incident Reviews, prepare customer facing summaries and internal incident reports to capture lessons learned and drive improvements. 
•    Own and manage problems, ensuring timely updates, resolution, and closure. 
•    Partner with Engineering, P&T, and Process Owners to improve service stability and reduce incident recurrence. 
•    Analyze escalation trends and risks, contributing to the Problem Management lifecycle and continuous service improvement. 
•    Maintain clear communication with internal and external stakeholders via email and Microsoft Teams. 
•    Develop and maintain escalation management plans, including resource coordination and technical action plans. 
•    Initiate hierarchical escalations when necessary and ensure leadership engagement. 
•    Ensure accurate documentation of escalation activities and compliance with escalation policies. 
•    Validate customer satisfaction before closure and ensure post-resolution monitoring is completed. 
•    Provide event management support during low-incident periods. 
•    Participate in a shared 24x7 on-call rotation to ensure incident coverage and timely response.
•    Adhere to the critical service level agreements defined for the project
•    Champion a culture of continuous improvement by challenging outdated processes, identifying inefficiencies, and driving structured, actionable plans for enhancement.
•    Ensure strict adherence to critical service level agreements (SLAs) and operational standards.
•    Demonstrate thought leadership by incorporating industry best practices from leading product and startup environments to enhance incident and major incident management processes.
•    Promote the adoption of AI and automation to streamline outage management and improve response efficiency.
•    Encourage open communication, proactively raise concerns, and collaborate cross-functionally to resolve systemic issues.

• Qualifications
• Minimum qualifications
• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.

Preferred qualifications 
•    Excellent verbal and written communication skills in English.
•    Relevant years of experience in global Major Incident Management or a similar role, with a strong background in handling incidents across complex technical environments.
•    Working knowledge of infrastructure components such as hypervisors, storage, databases, networking (TCP/IP, iSCSI, VMware VDS), and compute environments on both Windows and Linux platforms.
•    Familiarity with cloud platforms including AWS, Azure, and GCP, with a solid understanding of core cloud and infrastructure concepts.
•    Experience managing major incidents involving cloud services, infrastructure, and enterprise applications.
•    Proficient in ServiceNow (Incident, Problem, Change, and Service Request modules), PagerDuty, Microsoft Teams, Power Automate, New Relic, Harness, and MS Copilot.
•    Understanding of web and application servers (IIS, Apache, Tomcat) and database technologies such as Microsoft SQL Server.
•    Exposure to monitoring tools like AppDynamics, SolarWinds, New Relic, SCOM, Nagios, or Zenoss.
•    Basic scripting skills in PowerShell or similar tools.
•    Hands-on experience with ITSM platforms, preferably ServiceNow.

Why join Genpact? 
•    Lead AI-first transformation – Build and scale AI solutions that redefine industries 
•    Make an impact – Drive change for global enterprises and solve business challenges that matter 
•    Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills 
•    Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace 
•    Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together.  
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 respect and integrity, customer focus, and innovation.  
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.