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 environment.

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 solid 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 cu

📌 Infrastructure Service Management (Bengaluru)
🏢 Accenture
📍 Bengaluru