Advanced Service Desk Resolution Management

Accenture in the Philippines; Mandaluyong; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Accenture in the Philippines seeks a dedicated Major Incident Manager to own the end-to-end lifecycle for outages affecting Best Buy. You will coordinate detection, declaration, restoration and handover to Problem Management, guiding cross-functional resolver groups to restore services quickly.

You will manage communications and bridge activities, delivering timely updates to business and executive stakeholders, and leading Conference Bridges within tight ten-minute windows to expedite

Job description

• Own the end-to-end Major Incident lifecycle for Best Buy — from detection and declaration through restoration, resolution, and handover to Problem Management. The MIM owns communications and technical bridge management, driving cross-functional resolver groups to restore critical services as fast as possible and keeping business and executive stakeholders informed throughout.
• Receive potential major incident notifications from the Service Desk and monitoring sources 24x7
• Recommend and drive the major incident declaration or non-declaration decision, with Service Manager approval
• Initiate and facilitate the technical conference bridge within the required 10-minute timeframe
• Facilitate the Emergency Change Request process where a fix requires expedited change approval
• Issue Conference Bridge Initiation (CBI) notifications and regular stakeholder updates at agreed intervals
• Initiate executive pages and business communications, tailoring message content to the audience
• Drive de-escalation, resolve and close the major incident record with complete, accurate documentation.
• Own the end-to-end Major Incident lifecycle for Best Buy — from detection and declaration through restoration, resolution, and handover to Problem Management. The MIM owns communications and technical bridge management, driving cross-functional resolver groups to restore critical services as fast as possible and keeping business and executive stakeholders informed throughout.
• Receive potential major incident notifications from the Service Desk and monitoring sources 24x7
• Recommend and drive the major incident declaration or non-declaration decision, with Service Manager approval
• Initiate and facilitate the technical conference bridge within the required 10-minute timeframe
• Facilitate the Emergency Change Request process where a fix requires expedited change approval
• Issue Conference Bridge Initiation (CBI) notifications and regular stakeholder updates at agreed intervals
• Initiate executive pages and business communications, tailoring message content to the audience
• Drive de-escalation, resolve and close the major incident record with complete, accurate documentation.