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Major Incident Manager

Job Location: Singapore

Regional Description: Singapore

Job Number: 00590792

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- Job description

Join Accenture and help transform leading organizations 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.  Choose Accenture, and make delivering innovative work part of your extraordinary career.
 
Accenture Operations combines technology that digitizes and automates business processes, unlocks actionable insights, and delivers Everything-as-a-Service with our team's deep industry, functional and technical expertise. So you can confidently chart your course to consuming your core business services on demand, accelerate innovation and speed to market. Welcome to the "as-a-Service" business revolution.
 
Role & Responsibilities
 
The Accenture Network Service Management team is responsible for providing the primary business interface between the client and the teams that support the Global Network Infrastructure. Role will be supporting the Service Assurance Lead in providing recovery and queue management support for services provided by various global teams for the client.
 
Responsibilities include:
  • Acts as a Major Incident Manager assisting in managing priority service issues notified by the various global and local teams perspective via incident management and escalation processes.
  • Owns end to end Major Incident Management process activities.
  • Coordinate major incident management activities
  • Escalation of risks and issues to the Major Incident Management Process Owner
  • Drives implementation of standard execution of the Major Incident Management process
  • Ensure appropriate and accurate information is communicated across various stakeholders-internal and external in a timely manner.
  • Coordinate with Problem management team to get the root cause of incidents.
  • Aim to continuously improve the services delivered. 
  • Keeping track of open service issues and actions and driving them to timely resolution.
  • Ensure each incident and problem is managed satisfactorily and within set SLA’s.
  • Represent Accenture across 24x7 on customer bridge
 
Requirements / Qualifications
  • Experienced professional in ITIL driven IT management environment
  • Must have worked previously in a Major Incident Management position
  • ITIL Foundation certificate-preferred
  • Must have worked in Infrastructure and Network domains (routing, switching, wireless)
  • Strong interpersonal and teamwork skills
  • Ability to make balanced, considered decisions
  • Effective multitasking to manage simultaneous priorities
  • Responds well to high-pressure situations and can cope with a very demanding workload
  • Very good English communication skills (both written and oral), with experience interacting with all levels of management both within Company and Customer organizations
  • Good understanding of production IT Environment and IT Operations
  • Very good understanding of Incident Management, Problem Management and Change Management processes
  • ITIL V3 Foundation is must
  • ITIL V3 Intermediate modules
  • CCNA
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, gender identity, or any other basis as protected by applicable law.

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