Delivery Operation representative

Accenture in India; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Accenture in India seeks an experienced Major Incident Manager for an IT outsourcing engagement based in Bengaluru. You will manage infrastructure and application events, lead outages, and coordinate cross-functional teams to minimize business impact.

The role requires strong stakeholder communication, RCA capability, and ITIL-aligned processes. Engage with technology providers and drive service restoration with an I own mindset.

Qualifications

• Requires 12+ years in Infrastructure Service Management.
• Strong understanding of IT production operations and client services.
• Experience in ITIL environment with ITIL Foundation certification.
• Ability to lead outages/critical situations with business impact.
• Excellent verbal and written communication under pressure.

Responsibilities

• Lead critical incident response for major outages and vulnerabilities.
• Coordinate cross-functional teams to restore services quickly.
• Manage executive communications and escalation paths.
• Ensure compliance with established processes and ITIL standards.
• Perform RCAs and drive continuous improvement initiatives.

Skills

IT Operations

Service Delivery

Outage leadership

Stakeholder communication

RCA are/Root Cause Analysis

ITIL foundations

Vendor coordination

Leadership in crises

Education

15 years education

ITIL Foundation certification

Tools

MS Azure cloud

Citrix Netscaler

Palo Alto Firewall

Cobol / Mainframe (basic)

Job description

Summary

Major Incident Manager for an IT outsourcing engagement is required to manage Infrastructure and Application events that cause business disruption. The role requires individual to work with multiple stake holders in the project. Understand the situation, take leadership role of driving resolution, working with various groups involved in service restoration, ensure that right level of support is extracted across all groups including technology providers like Microsoft, Palo Alto, Netscaler etc. Requires regular updates to all stakeholders with clear business impact, building relationship with counterparts on the client side. Primary goal of this individual is to act with an \"I own\" mindset to manage the situation to resolution and make all possible efforts to minimize the business Impact.

Project Role

Application Lead

Project Role Description

Lead the effort to design, build and configure applications, acting as the primary point of contact.

Roles & Responsibilities

• Good understanding of IT systems - both Infrastructure and Applications


• Has experience working in some technical area (like MS Azure cloud, Citrix Netscaler, Palo Alto Firewall, XX Database, XX Storage, XX middleware, XXapplications)


• Building good understanding of clients business process


• Process knowledge and acumen to improve processes


• Ability to take leadership role in outages / critical situations when IT systems are down and there is a business impact


• Good Communication skills (verbal and written) and ability to sustain pressure


• Coordinate work across multiple groups and lead a virtual team, when needed


• Proactive thinking


• Build relationships with stakeholders on the client side


• Ability to perform an RCA and get to the root cause


• Ability to pull Technology manufacturers and elevate to drive service restoration.

Professional & Technical Skills

• Assist or lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems


• Manage executive communication and escalation


• Ensure compliance with established process and protocols


• Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged to achieve successful outcomes


• Identify and pursue opportunities for continuous improvement and lead program/projects


• Good understanding of IT systems both


• Infrastructure and Applications


• Infrastructure/admin knowledge


• Cloud Computing experience


• Advance certification in cloud platforms AWS, Azure, Oracle, Google is highly regarded


• High level knowledge of Mainframe, COBOL and Big Data 5 Familiar with concepts of containerization and Container management tools such as Kubernetes or docker would be an advantage.

Must to have skills

• Infrastructure Service Management, SSI: NON SSI:

Good to have skills

• SSI: NON SSI:

Professional Attributes

• Experience in IT Operations or Service Delivery Management


• Understanding of current IT production operations, quality practices, and client services


• Experience working in an ITIL environment, and knowledge of ITIL frameworks Certified to an ITIL Foundation v3 or v4 level


• Good communication

Additional Information

• The candidate should have minimum 12 years of experience in Infrastructure Service Management.


• This position is based at our Bengaluru office.


• A 15 years full time education is required.