Delivery Operation representative

8113 ASOL- Bangalore 7 SEZ Company; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Accenture in Bengaluru seeks a Major Incident Manager to oversee infrastructure and application events impacting business operations. You will lead incident response, drive restoration across stakeholders, and maintain clear update communications to clients.

The role requires deep ITIL knowledge, 12+ years of experience in IT operations and a strong ability to manage complex outages with proactive problem solving. Office presence is Bengaluru-based.

Qualifications

• Good understanding of IT systems – Infrastructure and Applications.
• Experience in technical areas like MS Azure, Citrix Netscaler, Palo Alto Firewall.
• Knowledge of client business processes and ITIL processes.
• Experience in ITIL environment and ITIL Foundation v3/v4 level.
• Ability to lead outages/critical incidents with business impact.

Responsibilities

• Lead critical response for outages and major incidents.
• Coordinate cross-functional teams during service restoration.
• Maintain executive communication and escalation.
• Identify opportunities for process improvement and ITIL compliance.
• Perform root cause analysis and drive rapid resolution.

Skills

ITIL

Incident management

Stakeholder management

Cloud computing

Mainframe

COBOL

Big Data

Azure

AWS

Oracle

Google Cloud

Security

Education

Bachelor's degree in IT or related field

15 years education

Tools

MS Azure

Citrix Netscaler

Palo Alto Firewall

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

• 1. Good understanding of IT systems - both Infrastructure and Applications
• 2. Has experience working in some technical area (like MS Azure cloud, Citrix Netscaler, Palo Alto Firewall, XX Database, XX Storage, XX middleware, XXapplications)
• 3. Building good understanding of clients business process
• 4. Process knowledge and acumen to improve processes
• 5. Ability to take leadership role in outages / critical situations when IT systems are down and there is a business impact
• 6. Good Communication skills (verbal and written) and ability to sustain pressure
• 7. Coordinate work across multiple groups and lead a virtual team, when needed
• 8. Proactive thinking
• 9. Build relationships with stakeholders on the client side
• 10. Ability to perform an RCA and get to the root cause
• 11. Ability to pull Technology manufacturers and escalating to drive service restoration.

Professional & Technical Skills

• 1. Assist or lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems
• 2. Manage executive communication and escalation
• 3. Ensure compliance with established process and protocols
• 4. Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged to achieve successful outcomes
• 5. Identify and pursue opportunities for continuous improvement and lead program/projects
• 6. Good understanding of IT systems both
• 7. Infrastructure and Applications
• 8. Infrastructure/admin knowledge
• 9. Cloud Computing experience
• 10. Advance certification in cloud platforms AWS, Azure, Oracle, Google is highly regarded
• 11. High level knowledge of Mainframe, COBOL and Big Data

Must to have skills Infrastructure Service Management, SSI: NON SSI: Good to have skills SSI: NON SSI:

Professional Attributes

• 1. Experience in IT Operations or Service Delivery Management
• 2. Understanding of current IT production operations, quality practices, and client services
• 3. Experience working in an ITIL environment, and knowledge of ITIL frameworks Certified to an ITIL Foundation v3 or v4 level
• 4. 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.

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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