- Role :Cloud Services Operations
- Role Description :Act as liaison between the client and Accenture operations teams for support and escalations. Communicate service delivery health to all stakeholders and explain any performance issues or risks. Ensure Cloud orchestration and automation capability is operating based on target SLAs with minimal downtime. Hold performance meetings to share performance and consumption data and trends.
- Must Have Skills :Infrastructure Service Management
- Good To Have Skills :Service Management Governance
- Job Requirements :
- Key Responsibilities : Responsible for the delivery of, Incident, Problem, Change Configuration Management Provide a Service Management point of escalation for the Delivery Centres on the service including point of contact for offshore SM teams Perform an operational Service Management hands on role including: Monitor, manage and prioritise all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients Ensure CAB/change process is handled as per laid out processes
- Technical Experience : Second escalation point and manager of Severity 1 incidents including internal and client communications Invoke Escalation procedures and manage unresolved major incidents Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions Monitor and manage all severity incidents to SLA Identify incident trends and manage to root cause identification Own delivery of Service Reporting including, daily, weekly and monthly Service Performance Reports SPRs Identify, investigate and res
- Professional Attributes : ITIL V3 Foundation certification MUST Have ITIL V3 Intermediate certification atleast 2 modules preferably Service Operations and Service Transition/ CSI People Management Ability to co-ordinate with multiple teams across all domains Has handled E2E Service Management Operations Good Communication
- Educational Qualification : Graduate
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