Manager/Senior Manager – Incident Management

Recruitment for the role of Manager/Senior Manager – Incident Management(Buyer-Seller Dispute Resolution with procurement experience)About GeMGovernment eMarketplace (GeM) is a unified digitalplatform that facilitates end-to-end procurement of goods and servicesby various government departments, organizations, and public sector undertakings (PSUs). Our Honourable Prime Minister’s concerted efforts to harness the power of digital platforms to achieve ‘Minimum Government, Maximum Governance’ led to the genesis of GeM in 2016.GeM provides a paperless, cashless and contactless ecosystem for government buyers to directly purchase products and services from pan-India sellers and service providers through an online platform. GeM covers the entire gamut of procurement process, right from vendor registration and item selection by buyers to receipt of goods and facilitation of timely payments. GeM has envisioned to utilise the agility and speed that come along with a digital platform created with a strategic intent to reinvigorate public procurement systems and bring about a lasting change for the underserved as well as the nation.Built on the pillars of Efficiency, Transparency and Inclusivity, GeM has emerged as a digital tool in nation’s interest, aimed at catalyzing excellence in public procurement. To know more about us, please visit- may also follow us on social media platforms like – Twitter,LinkedIn, Koo App, YouTube, FacebookGeM invites applications from eligible candidates for recruitment to the following position(s) on Contractual Basis:This is a contractual engagement under the Project Management Unit (PMU) for an initialperiod of 5 years, extendable based on performance and organizational requirements.Eligible applicants can apply by submitting their applications by email at including CV by 06-April-26.GeM selection committee reserves the right to relax or extend the eligibility criteria and educational qualifications. The crucial date for determining eligibility will be the last date of receipt of applications. No applications shall be entertained under any circumstances after the stipulated date. Incomplete applications without application form shall not be considered. GeM reserves the right to shortlist candidates for interview. Applicants should note that mere fulfilment of minimum eligibility criteria may not ensure consideration for short listingfor interview. GeM will not entertain any correspondence on this subject and decisions of GeM will be final in all matters.DESIGNATIONManager/Senior Manager – Incident Management(Buyer-Seller Dispute Resolution with procurement experience)LEVELE3/E4JOB LOCATION - New DelhiTYPE OF EMPLOYMENTContractual Under Project Management Unit (PMU) Of GeMJOB SUMMARYThe Individual shall work on all aspects of the Incident Management (IM) process - i.e., the structured mechanism for examination, escalation, and resolution of issues/complaints arising on the platform -related to buyer and seller dispute resolution in the procurement /e-procurement space. Given the criticality of the IM framework in ensuring transparency, accountability, and trust in public procurement transactions, the role carries significant operational and governance impact. The task shall be to identify all issues related to public procurement and facilitate the software team to design functionalities to prevent similar problems in future. A key responsibility shall be the effective implementation and operationalization of GeM’s Incident Management Policy, ensuring systematic handling, analysis, and closure of incidents. Hence this role requires individual to have hands-on experience in buyer and seller dispute resolution in the procurement spaceJOB SPECIFICATIONROLE AND RESPONSIBILITYUnderstanding of Incident Management policy for Buyer and Seller Dispute resolution on GeM portal.Understanding of Government of India’s Public Procurement Policies and accordingly implement processes and frame-work on GeM portal.Responsible for incident management policy-based decision making in respect of procurement related problems & disputes involving Buyers & Sellers.Reviewing/Analyzing Incidents on regular basis to understand voice of Buyers/Sellers and accordingly share inputs on improvement. Review and refresh of incident management policy, as required. Log all incidents and their resolution to track if there are recurring incidents.Act as operational authority for resolution and closure of incidents, in line with GeM policies and escalation framework.Should ensure automation to design the tool which is user friendly and easy to understand. Ensure process excellence - develop structured workflows and set service standards.Regularly coordinate with and review the outputs submitted by the Managed Service Provider (MSP) regarding the performance and technical functionality of the tool.Regular reporting of Pendency to stakeholders and ensure closure of Incidents within SLA. Follow-up on incidents to ensure permanent corrective action has been identified & generation of incident reports as necessary.Prioritize incidents according to their urgency and influence on the functioning of the platform.Coordinate and manage with the MSP in relation with the IM related modules timely implementation of applications into the production environments.Communicate with senior management if major issues are identified & provide written updates on issue status further next steps.Any other responsibility as assigned from time to time.KEY SHARED ACCOUNTABILITIES:Assist the department heads in designing improvements by providing insights/recommendations based on customer interactions.Work to drive changes in culture, processes and talent required to build data driven incident management.JOB QUALIFICATION & REQUIREMENTSEXPERIENCE REQUIREMENTSMinimum 8 years of overall experience, with at least 4 years in one or more of the following areas:Public procurement operationsE-procurement platform supportBuyer-seller dispute resolution in public procurementTender grievance / complaint handlingProcurement helpdesk operationsEDUCATION REQUIREMENTSEssential: Bachelor’s degree in engineering / commerce / management / public policy / supply chain / equivalent discipline from a recognized university.Preferred: Post-graduation in Management / Supply Chain / Public Policy / Procurement.GOOD TO HAVE SKILLSStrong understanding of public procurement/Supply chain managementShould possess knowledge of e-commerce, buyer/seller management in any other platform, worked in IT related project monitoring.Good communicator and good interpersonal skillsCapable of handling multiple tasks simultaneously under pressure during critical incidentsExceptional “Customer-Focused” mindsetCapability to work in a fast-paced high growth environment.Flexibility to adjust to changing requirements, schedules and priorities.Critical thinking capability and ability to help drive resolution to complex procurement function related problems.

Apply Now