The Role
Manage major infrastructure and application incidents in a 24x7 environment, coordinating technical teams, stakeholders, and technology providers to restore services quickly. Lead incident communications, root cause analysis, corrective actions, outage reporting, and continuous service-management improvement. The role requires strong leadership under pressure, technical understanding across infrastructure and applications, stakeholder management, and the ability to coordinate virtual teams during high-impact outages.
Summary Generated by Built In
Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As a Major Incident Manager, a typical day involves acting as the central point of coordination during critical infrastructure and application incidents that cause business disruption. This role requires taking ownership of major incidents from identification through resolution, driving service restoration across multiple technical teams and third-party providers, and ensuring timely stakeholder communication. The position demands strong leadership, proactive incident management, root cause analysis, reporting, and continuous improvement to minimize business impact and improve service availability.
Roles & Responsibilities:
Manage major infrastructure and application incidents that result in business disruption.
Take ownership of incidents with an I own mindset and drive them to resolution while minimizing business impact.
Lead service restoration efforts by coordinating with multiple internal teams, client stakeholders, and technology providers such as Microsoft, Cisco, EMC, SAP, and Oracle.
Provide regular stakeholder updates with clear communication on business impact, current status, and resolution progress.
Perform proper documentation and root cause analysis for every major incident.
Ensure corrective actions are identified, assigned, and implemented by respective teams to prevent repeat failures.
Review and report service outage data and perform analytics to drive more predictable service outcomes.
Build and maintain strong working relationships with client-side stakeholders and delivery leadership.
Act as a key delivery role reporting to the overall service management lead or delivery lead of the engagement.
Professional & Technical Skills:
Must To Have Skills: Proficiency in Major Incident Management and Critical Incident Management.
Good understanding of IT systems, including both infrastructure and applications.
Experience working in technical areas such as network, platform, database, storage, middleware, SAP Basis, ASP.NET, and Microsoft technologies.
Strong process knowledge and ability to improve incident response and service management processes.
Ability to take a leadership role during outages or critical situations where IT systems are down and business impact is high.
Excellent verbal and written communication skills with the ability to manage pressure effectively.
Ability to coordinate work across multiple groups and lead a virtual team when required.
Strong analytical capability to perform RCA and identify the root cause of incidents.
Ability to engage technology manufacturers and escalate appropriately to drive service restoration.
Proactive thinking and strong stakeholder management skills.
Additional Information:
Shift: 24x7 support environment.
Location: Preferably Bengaluru.
The candidate should have strong experience in Major Incident Management or Critical Incident Management.
The role requires strong collaboration with service management, delivery leadership, client stakeholders, and cross-functional technical teams.
- The candidate should have minimum 7.5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.15 years full time education
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As a Major Incident Manager, a typical day involves acting as the central point of coordination during critical infrastructure and application incidents that cause business disruption. This role requires taking ownership of major incidents from identification through resolution, driving service restoration across multiple technical teams and third-party providers, and ensuring timely stakeholder communication. The position demands strong leadership, proactive incident management, root cause analysis, reporting, and continuous improvement to minimize business impact and improve service availability.
Roles & Responsibilities:
Manage major infrastructure and application incidents that result in business disruption.
Take ownership of incidents with an I own mindset and drive them to resolution while minimizing business impact.
Lead service restoration efforts by coordinating with multiple internal teams, client stakeholders, and technology providers such as Microsoft, Cisco, EMC, SAP, and Oracle.
Provide regular stakeholder updates with clear communication on business impact, current status, and resolution progress.
Perform proper documentation and root cause analysis for every major incident.
Ensure corrective actions are identified, assigned, and implemented by respective teams to prevent repeat failures.
Review and report service outage data and perform analytics to drive more predictable service outcomes.
Build and maintain strong working relationships with client-side stakeholders and delivery leadership.
Act as a key delivery role reporting to the overall service management lead or delivery lead of the engagement.
Professional & Technical Skills:
Must To Have Skills: Proficiency in Major Incident Management and Critical Incident Management.
Good understanding of IT systems, including both infrastructure and applications.
Experience working in technical areas such as network, platform, database, storage, middleware, SAP Basis, ASP.NET, and Microsoft technologies.
Strong process knowledge and ability to improve incident response and service management processes.
Ability to take a leadership role during outages or critical situations where IT systems are down and business impact is high.
Excellent verbal and written communication skills with the ability to manage pressure effectively.
Ability to coordinate work across multiple groups and lead a virtual team when required.
Strong analytical capability to perform RCA and identify the root cause of incidents.
Ability to engage technology manufacturers and escalate appropriately to drive service restoration.
Proactive thinking and strong stakeholder management skills.
Additional Information:
Shift: 24x7 support environment.
Location: Preferably Bengaluru.
The candidate should have strong experience in Major Incident Management or Critical Incident Management.
The role requires strong collaboration with service management, delivery leadership, client stakeholders, and cross-functional technical teams.
- The candidate should have minimum 7.5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.15 years full time education
About Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Skills Required
- Minimum 3 years of professional experience
- Minimum 7.5 years of experience in Critical Incident Management
- Proficiency in Major Incident Management and Critical Incident Management
- 15 years of full-time education
- Understanding of IT infrastructure and application systems
- Experience with technical areas including network, platform, database, storage, middleware, SAP Basis, ASP.NET, and Microsoft technologies
- Strong incident-management process knowledge and process-improvement capability
- Leadership experience during critical IT outages and high-business-impact incidents
- Excellent verbal and written communication skills
- Ability to coordinate multiple groups and lead virtual teams
- Strong analytical skills for root cause analysis
- Stakeholder management and technology-provider escalation skills
- Availability for a 24x7 support environment
Accenture Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Accenture and has not been reviewed or approved by Accenture.
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Healthcare Strength — Pay is considered competitive when paired with robust insurance options and other perks that compare well with large consulting and IT services peers. Multiple national medical plan options plus dental and vision are positioned as a core strength of the overall package.
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Retirement Support — Retirement support is positioned as a standout feature through a 401(k) dollar-for-dollar match up to a set percentage after eligibility. The package is reinforced by additional financial programs such as savings tools and related resources.
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Parental & Family Support — Parental and caregiving supports are presented as a meaningful benefit differentiator through substantial paid parental leave and multiple caregiver-oriented programs. Backup care and fertility/adoption/surrogacy navigation and reimbursements add breadth to family support beyond leave alone.
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The Company
What We Do
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
