The Role
Manage production systems and service delivery, triage and drive major incident resolution, coordinate technical and business stakeholders, approve emergency changes, produce incident reports and handovers, and ensure adherence to SLAs and operational processes within a 24x7 shift environment.
Summary Generated by Built In
Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and addressing any issues that arise to maintain system reliability and performance. The position demands coordination with various teams to uphold service standards and support operational excellence throughout the day.
Job Description – GCC Major Incident Manager
Job Title: Major Incident Manager
Location: Pune/Bangalore
Role Overview: We are looking for motivated and skilled MIM resource to join our enterprise MIM team. We manage MIM process for Infra and application space with the aspiration to look for automation using Agentic and AI solutions.
Key Responsibilities:
Triage with all the appropriate support teams to expedite troubleshooting on a technical bridge and business bridges for Major Incidents
Ensuring that relevant & required technical support teams and application owners are being engaged.
Drives higher level escalations with operational support groups and escalation to Production Support Manager to assess business impact.
Senior management Communication, incident status/update as per process to P1 stakeholders inclusive to summarize on Critical and High Priority Major Incidents
Skilled on priority determination based on extracted information and impacts
Review any recent infrastructure changes that might be related to the CIs linked to the incident
Keep close watch on critical alerts during the shift to ensure the GCC / NCC level 1 support addresses the alerts timely to avoid any potential outages
Review and approve emergency change in accordance with the change management process.
Providing status of the situation anytime a senior request arises and explain at technical and business level.
Capture incident chronology and provide incident summary report to GCC Management and Problem Management for Root Cause Analysis.
Handle and deal with Executive Management calls
Prepare and perform GCC Major Incident Manager daily turnover to ensure all the incidents that are managed within the shift are handed over to the incoming shift Major Incident Manager.
Prepare and communicate Major Incident reports (Daily/Weekly/Monthly) to Senior Management.
Review Emergency changes and validate business impact prior to approving change
Required Skills & Qualifications MIM and ITSM, ITIL certification with 18 years of full time education
Preferred Skills & Qualifications (If Any) Good in communication and writing emails
Shift Details: (Mandatory) 24*7 Including night shift and weekends
Shift timings, for example, Day Shift or Night Shift
Any rotational or flexible shift details, if applicable
Additional Information:
- It is mandatory to align with project RTO system
- The candidate should have minimum 5 years of experience in Infrastructure Service Management.
- This position is based at our Pune office.
- A 15 years full time education is required.15 years full time education
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and addressing any issues that arise to maintain system reliability and performance. The position demands coordination with various teams to uphold service standards and support operational excellence throughout the day.
Job Description – GCC Major Incident Manager
Job Title: Major Incident Manager
Location: Pune/Bangalore
Role Overview: We are looking for motivated and skilled MIM resource to join our enterprise MIM team. We manage MIM process for Infra and application space with the aspiration to look for automation using Agentic and AI solutions.
Key Responsibilities:
Triage with all the appropriate support teams to expedite troubleshooting on a technical bridge and business bridges for Major Incidents
Ensuring that relevant & required technical support teams and application owners are being engaged.
Drives higher level escalations with operational support groups and escalation to Production Support Manager to assess business impact.
Senior management Communication, incident status/update as per process to P1 stakeholders inclusive to summarize on Critical and High Priority Major Incidents
Skilled on priority determination based on extracted information and impacts
Review any recent infrastructure changes that might be related to the CIs linked to the incident
Keep close watch on critical alerts during the shift to ensure the GCC / NCC level 1 support addresses the alerts timely to avoid any potential outages
Review and approve emergency change in accordance with the change management process.
Providing status of the situation anytime a senior request arises and explain at technical and business level.
Capture incident chronology and provide incident summary report to GCC Management and Problem Management for Root Cause Analysis.
Handle and deal with Executive Management calls
Prepare and perform GCC Major Incident Manager daily turnover to ensure all the incidents that are managed within the shift are handed over to the incoming shift Major Incident Manager.
Prepare and communicate Major Incident reports (Daily/Weekly/Monthly) to Senior Management.
Review Emergency changes and validate business impact prior to approving change
Required Skills & Qualifications MIM and ITSM, ITIL certification with 18 years of full time education
Preferred Skills & Qualifications (If Any) Good in communication and writing emails
Shift Details: (Mandatory) 24*7 Including night shift and weekends
Shift timings, for example, Day Shift or Night Shift
Any rotational or flexible shift details, if applicable
Additional Information:
- It is mandatory to align with project RTO system
- The candidate should have minimum 5 years of experience in Infrastructure Service Management.
- This position is based at our Pune 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
- Critical Incident Management
- Major Incident Management (MIM) and ITSM processes
- ITIL certification
- Minimum 5 years experience in Infrastructure Service Management
- 15 years full time education
- 18 years full time education (also listed under required qualifications)
- Good communication and email writing skills
- Ability to align with project RTO system
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.
