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Genpact · 1 day ago

ServiceNow Lead with Financial Service Operations (FSO)

Jersey City, NJ

Full-time

Onsite

Lead/Staff

9+ years exp

Genpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. They are seeking a Major Incident Manager to lead high-priority incident bridges, ensuring rapid service restoration and coordination with resolver groups while maintaining communication with stakeholders.

AnalyticsArtificial Intelligence (AI)Business Process Automation (BPA)ConsultingInformation TechnologySoftware

H1B Sponsor Likely

Hiring Manager

Praveen Kumar

Responsibilities

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

Qualification

Major Incident ManagementServiceNowCloud PlatformsInfrastructure KnowledgeITSM PlatformsTechnical CommunicationScripting SkillsMonitoring ToolsCollaboration Skills

Required

Experience: 9 to 15 years

Availability during CST hours and includes shift work and/or on-call responsibilities to ensure 24/7 incident coverage and timely communication to leadership