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Major Incident Manager

Job Location: Location Negotiable

Job Number: 00681931


- Job description

Role: Major Incident Manager

Location: This role is aligned to the Warwick Office but can be based anywhere in the UK

Travel: Some local and international

Salary: Up to £49,000 depending on experience




Join Accenture and help transform leading organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.


Join Accenture Operations and you will become part of the largest and most diverse group of business operations specialists in the world. You will be part of a team which provides business process excellence, implements leading cloud technology and builds and transforms client infrastructure services.


We are constantly seeking new ways to achieve high performance in our clients’ business operations! We provide technology-enabled business process services to deliver business outcomes and are constantly seeking new ways to achieve high performance in our clients’ business operations.


Job Role Summary: 


The Global Command Center MIM provides leadership during highly critical operational issues through established methods, procedures, communication and coordination across Accenture organizations, suppliers and providers. The role requires leadership and the ability to direct others during high pressure situations involving customers, leadership, technology teams, and third party service providers.


The responsibilities range from Major Incident Management to Major Problem Management, and include Continual Service Improvement programs and projects, bridging Accenture Operations organizations and leveraging the Accenture Enterprise.


During critical operational situations, the MIM ensures that the leadership team is informed, there is an effective response plan, and the situation is managed effectively and professionally. In this role, the MIM leverages the Accenture Enterprise resulting in quick service restoration with minimal customer impact. The MIM also works with the technology and delivery leadership teams to ensure corrective measures are taken to prevent major incident reoccurrence ultimately driving down the number, frequency and duration of major incidents and vulnerabilities.


The role requires the ability to apply operational experience, process discipline, effective communication, and understanding of technology to determine interdependencies to the relevant service, customer client business, and expectations.





What responsibilities will you have?


o   Manage executive communication and escalation.

o   Assist or Lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems

o   Ensure customer perspective and service delivery issues are understood by all teams

o   Ensure compliance with established process and protocols

o   Identify & pursue opportunities for continuous improvement and lead program/projects

o   Escalate to suppliers, providers, leadership, and other supporting functions to bring rapid response and proper visibility

o   Collaborate effectively with other technology groups and delivery teams during stabilization and service improvement effort

o   Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged in order to achieve successful outcomes

o   Create, maintain, and recommend improvements to operational procedures, protocols and documentation

o   Train, coach and support junior staff

o   Provide regular metrics, presentations and program/project status updates

o   Participate in global Communities of Practice (CoP) as part of a continuous improvement program.

o   Keep abreast of the latest technological advancements


What skills & experience are we looking for?



·       Experience in I.T. Operations or Delivery

·       Strong customer relationship management skills

·       Excellent English oral and written communication skills with the ability to speak and write at executive and business levels

·       Ability to communicate up (to business owners and peers), down (to technologists), and across (to other architects and Technical Leads)

·       Displays Leadership & Authority with proven ability to lead others under pressure

·       Effective facilitator directing teams toward rapid resolution of complex issues

·       Good technical aptitude, understanding and troubleshooting skills

·       Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organization

·       Displays Leadership & Authority with proven ability to lead others under pressure

·       Demonstrated initiative and ability to learn

·       Strong analytical, organization, multitasking and prioritization skills

·       Able to fulfil the required Work Type, Location and Hours requirements

·       ITIL understanding or v3 Foundation course

·       Undergraduate degree in relevant fields, or equivalent experience





What’s in it for you?


All our Operations professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialisation. We offer a variety of formal and informal training programs at every level to help you acquire and build specialised skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with others. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.


On top of this, we have an extensive benefits package which includes 25 days’ vacation per year, gym subsidies, private medical insurance and 3 extra days leave per year for charitable work of your choice!


What are the next steps?


If this sounds like the ideal role, career and company for you, click below to apply.


If relocation is required in applying to this position, the appointment to the role would be considered an employee driven transfer meaning that the employee will be personally responsible for covering all relocation costs and any costs associated with dependents.



About Accenture


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialised skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. Accenture drives innovation to improve the way the world works and lives. Visit us at


Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity or any other basis as protected by applicable law.


Closing Date for Applications 31/05/2019

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.



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