Project Role : Operations Engineer

Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.

Must have skills : Infrastructure Service Management

Good to have skills : NA
Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:
The GCC Operations Manager will lead end-to-end Global Command Center operations driving 24x7 service availability, major incident management, AIOps adoption, and operational excellence across InfraOps, EventOps, and ITSM.
This role is accountable for stability, resilience, automation-led operations, and continuous service improvement in a complex global enterprise setting.

Roles & Responsibilities:
1. End-to-End GCC Operations

- Manage 24x7 operations covering MIM

- Ensure delivery against SLAs, OLAs, and KPIs (MTTR, MTTD, availability)

- Drive integrated operations across global teams and towers
2. Major Incident & Crisis Management

- Lead P1/P2 incident command, bridge orchestration, and recovery

- Ensure timely stakeholder communication including executive updates

- Drive strong incident governance and ensure accurate incident chronology
3. AIOps & Automation Transformation

- Enable adoption of Agentic AIOps (GenWizard), Splunk Observability, xMatters

- Drive auto-ticketing, alert correlation, noise reduction, and self-healing capabilities

- Support AI-led incident prediction, RCA automation, and ticket resolution

4. Governance, Reporting & Compliance

- Deliver daily operations reports, executive dashboards, and exception reporting

- Ensure adherence to ITIL processes (Incident, Change, Problem)

- Participate in governance reviews, audits, and service performance reviews
5.



Stakeholder & Client Engagement

- Act as the single point of accountability for GCC operations

- Interface with client leadership, business stakeholders, and vendors

- Manage escalations and ensure high customer satisfaction

7. Continuous Service Improvement

- Drive problem management, RCA quality, and incident reduction initiatives

- Identify opportunities for automation, optimization, and cost efficiency

- Improve operational KPIs and productivity metrics
8. Team Leadership & Capability Development

- Lead multi-location teams (India, Malaysia, Philippines, US)

- Build high-performing teams with strong MIM and operational skills

- Coach teams on ITIL processes, crisis handling, and AIOps adoption
Required Skills & Competencies

- Strong expertise in Major Incident Management & Command Center operations

- Deep understanding of ITIL (Incident, Change, Problem Management)

- Experience in global delivery models and 24x7 operations

- Strong stakeholder communication and executive presence

- Ability to lead under pressure and drive decisions in critical situations

Professional & Technical Skills:
Technical Expertise

- Tools: ServiceNow, Splunk, AIOps platforms, monitoring & alerting tools

- Technologies: Infrastructure (Linux, Windows, Cloud, Storage, Network) Middleware, Databases,

- Exposure to automation tools and AI-driven operations

- Bangalore (24x7 Global Delivery Model)

- The candidate should have minimum 7.5 years of experience in Infrastructure Service Management.

- 10 15+ years in IT Operations / GCC / NOC / Command Center roles

- 5+ years in leadership or operations management role

- ITIL certification (Foundation / Intermediate) preferred

- Bachelor s degree in IT/Engineering or equivalent experience

Qualification 15 years full time education

📌 Operations Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru