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 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role Overview:
The Major Incident Manager (MIM) is accountable for the end-to-end management of all IT major incidents, from identification through resolution. This includes chairing critical investigation meetings, driving resolution activities, and coordinating cross-functional teams, including third parties. The role also focuses on minimizing incident impact, preventing recurring issues, and optimizing incident management processes and documentation. Given the client s demanding environment, the MIM must operate with a high degree of independence, ensure timely decision-making, and uphold rigorous standards for reporting and communication.
Key Responsibilities:
Incident Leadership & Facilitation: Lead and facilitate major incident investigations, ensuring a structured approach to root cause analysis. Chair and drive incident resolution meetings and conference calls with internal teams and external vendors.
Incident Resolution: Take ownership of driving incident resolution, ensuring either a permanent fix or a suitable workaround is implemented in a timely manner. Maintain accountability for meeting incident resolution SLAs and minimizing service disruption.
Post-Incident Reviews: Oversee the documentation of post-major incident reviews (PIRs), ensuring thorough analysis and appropriate follow-up actions to prevent recurrence. Ensure PIRs and other incident records are consistently updated.
Process & Knowledge Management: Actively contribute to process improvements, knowledge base updates, and incident management best practices. Ensure the knowledge base is up-to-date, accurate, and effectively utilized to prevent future incidents.
Reporting & Metrics: Provide regular reporting on major incident metrics, trends, and performance against KPIs. Use data to identify opportunities for process optimization and incident reduction.
Vendor & Stakeholder Coordination: Coordinate and collaborate with multiple vendors and third-party service providers, ensuring alignment and prompt resolution15 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.
