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 : Critical Incident Management

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

Educational Qualification : 15 years full time education

SUMMARY:
The Major Incident Manager (MIM) is responsible for leading and governing the end-to-end lifecycle of high-impact incidents and escalations, ensuring rapid service restoration while minimizing business disruption. The role requires strong leadership, cross-functional coordination, and real-time decision-making during critical situations, along with a focus on continuous service improvement.

Roles Responsibilities:

- Lead and own Major Incident Management (MIM) and escalated incidents, including bridge initiation, stakeholder communication, decision facilitation, and incident closure.

- Drive incident triage, impact assessment, and recovery coordination across multiple resolver groups and support teams.

- Act as a Subject Matter Expert (SME), collaborating with and guiding teams to ensure effective incident handling and operational excellence.

- Take ownership of decisions during major incidents and steady-state operations, ensuring timely and effective outcomes.

- Engage with cross-functional teams to contribute to critical operational and technical decision-making.





- Provide timely and effective solutions to complex issues impacting both the immediate team and broader organizational units.

- Ensure clear, consistent, and proactive communication with clients, stakeholders, and leadership during major incidents and service disruptions.

- Design and implement appropriate workarounds and permanent fixes based on deep product, infrastructure, and service knowledge.

- Collaborate with internal and external teams to ensure system stability, resilience, and service continuity.

- Manage and prioritize incidents effectively to meet SLA commitments and MIM response timelines.

- Drive Post Incident Reviews (PIRs), Root Cause Analysis (RCA), and continuous improvement initiatives to prevent recurrence of incidents.

- Maintain adherence to ITIL-based incident, problem, and change management processes and governance standards.

Professional Technical Skills:

- Strong decision-making ability in high-pressure environments

- Excellent stakeholder and client management skills

- Ability to lead cross-functional teams and drive accountability

- Proactive mindset focused on continuous service improvement and resilience engineering

Must-Have Skills (Core)

- Strong proficiency in Infrastructure Service Management





- Hands-on experience in Major Incident Management (MIM)

- Deep understanding of IT infrastructure, applications, and service management principles

- Experience in Incident, Problem, and Change Management processes

- Solid knowledge of ITIL framework and best practices

- Proven ability to handle high-severity incidents, escalations, and executive-level communications

- Excellent communication, coordination, and leadership skills under pressure

- Must-Have AI Automation Skills (Up-to-date Requirement)

- Ability to leverage AI-powered tools (Copilot, GenAi ITSM automation tools) for Incident summarization and communication drafting RCA insights and pattern analysis Automated triage and decision support

- Experience in using AI/ML-driven monitoring and alerting tools for proactive incident detection

- Understanding of AI-assisted incident management workflows (predictive analytics, anomaly detection)

- Capability to analyze incident trends using AI insights and recommend preventive actions

- Familiarity with automation tools (Power Automate, ServiceNow workflows, scripting) to reduce manual effort and improve response speed

- Ability to drive adoption of AI use cases within MIM processes for efficiency and continuous improvement

- The candidate should have minimum 7.5 years of experience in Critical Incident Management.

- This position is based at our Gurugram office.

- A 15 years full time education is required.

Qualification15 years full time education

📌 Operations Engineer (Gurugram)
🏢 Accenture
📍 Gurugram