Senior Principal Consultant - Major Incident & Crisis Management

Genpact; Crawley; On-site; GBP 60,000 - 100,000

Job description

Senior Principal Consultant - Major Incident & Crisis Management

2 days ago Be among the first 25 applicants

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 Senior Principal Consultant - Major Incident & Crisis Management

In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Responsibilities

• Own and manage end-to-end major incident response to restore services as quickly as possible.
• Act as the primary point of contact for all P1 and P2 incidents, ensuring effective triage, escalation, and resolution.
• Lead war rooms and bridge calls, engaging the right technical and business stakeholders for rapid troubleshooting.
• Ensure adherence to ITIL-based Incident Management processes and industry best practices.
• Provide real-time updates and impact assessments to executive leadership, business units, and customers.
• Leverage deep infrastructure and application expertise to drive technical investigations.
• Collaborate with Network, Server, Database, Cloud, and Application teams to diagnose root causes.
• Work closely with DevOps, Site Reliability Engineering (SRE), and Security teams to resolve incidents effectively.
• Understand server logs, network flows, database performance, and cloud environments to facilitate faster resolutions.
• Provide clear, timely, and concise communication to executive leadership, IT teams, and business stakeholders.
• Draft and send major incident notifications, impact assessments, and post-incident reports.
• Manage customer escalations, ensuring transparency and confidence in incident resolution efforts.
• Conduct post-mortems and lessons-learned sessions with stakeholders.
• Ensure completion of Root Cause Analysis (RCA) reports and drive long-term problem resolution.
• Work closely with Problem Management teams to identify recurring issues and implement permanent fixes.
• Track incident trends, SLAs, and KPIs to drive process and operational improvements.
• Lead automation initiatives to enhance incident detection, alerting, and resolution.
• Ensure alignment with ITIL framework, focusing on Incident, Problem, and Change Management.
• Maintain compliance with ISO 27001, ITIL, SOC 2, and other regulatory frameworks.
• Drive service excellence by defining and refining Major Incident Playbooks and Escalation Matrices.

Qualifications we seek in you!

Minimum Qualifications / Skills

• In this role, you will be responsible for coding, testing and delivering high quality deliverables, and should be willing to learn new technologies.

Preferred Qualifications/ Skills

• Proven experience in handling P1/P2 incidents in a 24x7 global IT operations environment.
• Strong knowledge of enterprise IT infrastructure (servers, networks, storage, databases, cloud).
• Experience in application support, microservices, APIs, middleware, and cloud-native architectures.
• Background in working within banking, telecom, utilities, or other mission-critical environments is a plus.
• Hands-on knowledge of Windows/Linux servers, databases (Oracle, SQL Server, MySQL, PostgreSQL).
• Strong understanding of networking (firewalls, load balancers, SD-WAN, VPNs, DNS, routing protocols).
• Experience with cloud platforms (AWS, Azure, GCP), virtualization (VMware, Hyper-V), and containerization (Docker, Kubernetes).
• Familiarity with IT monitoring & logging tools (Splunk, Dynatrace, AppDynamics, SolarWinds, Zabbix, Grafana, ELK stack).
• Understanding of CI/CD pipelines, DevOps, and Site Reliability Engineering (SRE) concepts.
• Strong leadership & decision-making skills under pressure.
• Excellent verbal and written communication for executive and technical audiences.
• Effective stakeholder and vendor management.
• Critical thinking, problem-solving, and analytical mindset.
• Bachelor's or master’s degree in computer science, Information Technology, or related field.
• Certifications: ITIL v4 Foundation/Expert, PMP, ISO 20000, COBIT, AWS/Azure/Google Cloud certifications (Preferred).

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.