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 escalate 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: Skilled 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.

📌 Delivery Operation representative (Gurugram)
🏢 Accenture in India
📍 Gurugram