IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
- Central Communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process
- Respond to user/client escalations and engage functional escalation and Management escalation as required
- Participate in incident management meetings, drive & initiate SRT bridges.
- Drive metrics for Hopping, backlog, reopen tickets & ageing tickets.
- Identify process improvements driving Service management best-practice and
Roles & Responsibilities:
- 24X7 Incident Management
- NO fixed weekend
- Handling P1/P2 bridge calls
- Night shifts and rotational shift – every 2 weeks / 1 month
- Good communication skills
- US holidays (No Indian Holidays)
- Shifts: 3:30 PM IST to 1 AM IST, 5PM IST to 2:30 AM IST, 9:00 PM to 6:30 AM IST
Professional & Technical Skills:
- Experience in Major Incident Management, coordinating P1/P2 incidents and driving incident bridges with cross-functional teams leadership exposure preferred.
- Hands-on experience with chronology, whiteboards, PIRs, RCAs, and incident documentation.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Ivanti, or Jira.
- Working knowledge of xMatters, VictorOps (Splunk On-Call), Everbridge, or similar notification tools.
- Experience sending incident communications to stakeholders, including leadership where applicable.
- Good understanding of ITIL Incident Management and strong stakeholder coordination skills.
Additional Information:
- 7+ years in Major Incident or similar role
- ITIL V3 Foundation certification preferred
Bengaluru
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.