Delivery Operation representative

Accenture; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in Bengaluru is looking for a Major Incident Manager to oversee IT infrastructure and application disruptions. This role is pivotal, requiring a leadership mindset and skill in managing various stakeholders to ensure swift business continuity.

The ideal candidate should have at least 12 years of experience in Infrastructure Service Management, along with a solid understanding of IT systems and strong communication abilities, particularly in high-pressure situations.

Qualifications

• Minimum 12 years of experience in Infrastructure Service Management.
• Experience in IT Operations or Service Delivery Management.
• Certified to an ITIL Foundation v3 or v4 level.

Responsibilities

• Manage Infrastructure and Application events that cause business disruption.
• Lead the effort to design, build and configure applications.
• Coordinate work across multiple groups and lead a virtual team.

Skills

Incident Management

Cloud Computing

Leadership

Communication Skills

ITIL Knowledge

Education

15-year full-time education

Tools

MS Azure

Citrix Netscaler

Palo Alto Firewall

Kubernetes

Docker

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 an individual to work with multiple stakeholders in the project, understand the situation, take a leadership role in driving resolution, work with various groups involved in service restoration, and ensure that the right level of support is extracted across all groups including technology providers like Microsoft, Palo Alto, Netscaler etc. The role requires regular updates to all stakeholders with clear business impact, building relationships with counterparts on the client side. The 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.

Application Lead

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.
• Experience working in technical areas such as MS Azure cloud, Citrix Netscaler, Palo Alto Firewall, database, storage, middleware, applications.
• Building good understanding of client’s business process.
• Process knowledge and acumen to improve processes.
• Ability to take a 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 programs/projects.
• Good understanding of IT systems (infrastructure and applications).
• Infrastructure/admin knowledge.
• Cloud computing experience.
• Advanced certification in cloud platforms (AWS, Azure, Oracle, Google) is highly regarded.
• High level knowledge of mainframe, COBOL and big data.
• Familiar with containerization concepts and container management tools such as Kubernetes or Docker.

Must Have Skills

• Infrastructure Service Management, SSI.
• Non‑SSI skills.

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‑year full‑time education is required.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.