Sr. Specialist - BCM - Core Ops
Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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 agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.
Job Description
Inviting applications for the role of Principal Consultant - Incident & Problem Management 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: - Along with applications supported we report on desktop incidents (Ex: Oultook Web Intranet/Internet Collaborations). - Service will report to BU and we will report to IMIT only - Assist teams to diagnose incident root cause via the Incident Management process document and communicate known errors and initiate actions to improve or correct the situation - Provide Bridgeline and ongoing communication assistance - 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 System Owners or appropriate technical team for assistance - Engage with System Owners and the BU to determine severity/impact of an incident - Manage resolution implementation (i.e. - testing implementation and certification phases) and ensure resolutions are implemented through appropriate control procedures especially Change and Release Management - Maintain information about problems appropriate workarounds and resolutions to reduce the number and impact of incidents over time - Maintain and manage data content accuracy and completeness in the Problem Management tickets - Conduct Incident reviews where review of how can we prevent the recurrence? - can provide identification of any underlying cause or error - Conduct periodic scheduled reviews (bi-weekly/monthly) with ASG teams to review operational logs identifying patterns and trends of activities that may indicate an underlying problem might exist - Identification of problem hot spots or themes based on the problem patterns and trends and initiate Service Improvement Plans (SI Ps) to remediate - Use Problem Analysis techniques for root cause identification - Pain Value Analysis to understandthe broader view of the incident/problem impact on the business with focus on in-depth analysis of what level of pain was caused to the business by specific incidents/problems - Kepne & Tregor Analysisto investigate deeper-rooted problems - Pareto Analysis for separating the most important potential causes of failures or more trivial issues - Fault Isolation Analysis by recreating problem sequence/impact during the Problem Diagnosis and Resolution phase that led to a problem in a careful stepwise method one CI at a time until the CI at fault is identified. - Drive Continuous Service Improvement and Sustainability work efforts - Identify vulnerabilities threats and opportunities for improvement - Provide daily weekly monthly quarterly yearly operational reporting Service Quality and Key Performance Indicators - Accountable for the interface with the Knowledge Management system and maintenance of the Known Error Database - Participate in reconvene efforts to identify Granular Root Cause Sev 1 Sev 2 Sev 3 and Sev 4 Incidents - Document standardize processes and playbooks for Problem Management (Preventative Protocols)
Qualifications
Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics
Certifications
Certified Anti-Money Laundering Specialist (CAMS) - Professional School of Indian Banking (PSIB)Professional School of Indian Banking (PSIB), Certified Compliance Officer (CCO) - VskillsVskills, Certified Financial Analyst (CFA) - SkillabSkillab, Certified in Risk and Information Systems Control (CRISC) - ISACA – Information Systems Audit and Control AssociationISACA – Information Systems Audit and Control Association, Financial Modelling and Valuation Analyst - Corporate Finance Institute (CFI)Corporate Finance Institute (CFI)
Required Skills
Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Fraud Disputes, Fraud Investigations, Loan Servicing, Personal Banking, Retail Banking, Wealth Management
Language
English
Language Proficiency -
Proficient - C2
Additional Job Location -
Job Type
Regular
Master Skill List -
BCM - Core Ops
Remote Type -
Office
Work Shift -
Day Job (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- 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.
