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 : Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Description: Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations. Manage the environment incidents, changes, problems, configuration with a focus on service restoration. Act as operations support for all computer, network, storage, security, or automation incidents /requests. Must Have Skills: Infrastructure Service Management Key Responsibilities: Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue Management Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients. Ensure CAB/change process is handled as per laid out processes for assigned clients Second escalation point and manager of Severity 1 incidents including internal and client communications Invoke Escalation procedures and manage unresolved major incidents Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions Identifying Root causes for any issues or problems Continuous Improvement Standardization opportunities Automation opportunities Technical Experience: 5 to 8 years in an IT infrastructure environment handling E2E service management operations and exposure in team management Has handled E2E Service Management Operations Good reporting skills ITIL 4 Foundation certification preferred People Management Ability to co-ordinate with multiple teams across all domains Excellent written communication skills with email etiquettes Professional Attributes: Hands on experience in working in a multi-client environment Has worked on Automation initiatives Hands on experience in Service NOW Educational Qualification: Bachelor s degree or 3-year Diploma (12+3) Support Type / Hours 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays. 5 days working per week, with weekly offs based on roster.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
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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.
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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.
