Job Description

- Good communication skills (oral and written)
- Accountable for one or several ITIL processes such as Incident Management, Change, Problem and Request Fulfillment
- Major Incident Handling and critical project support. Understanding of the issue, develops Incident models for issue resolution, assessing the business impact, co-ordinate with stakeholders and support teams on the bridge, track and drive actions, co-ordinate for SME and Supplier support, manage communications to internal and delivery stakeholders
- Monitors and drives SLA targets within the internal and external teams
- Generate pending Incident / Request report, prioritize based on aging / impact / customer dissatisfaction and drive for closure
- Monitor the volume of incidents / requests, their Fulfillment, pending requests, complaints and escalations
- Conducts daily, weekly and monthly reviews for service improvement
- Escalates issues to Management when required
- Basic Understanding about Datacenter, Public Cloud,  Windows and Linux OS, ESX, HX and Networks
- Knows how to use ServiceNow and/or BMC Helix
- Good reporting, analytical and presentation skills.  Knows how to use automation tools (VBA, Java, Blueprism, automation Anywhere) or analytic tools (PowerBI, Tableau) is an edge.
- ITIL certified
Should be able to lead, direct and manage the workload for a small team by distributing work and delegation of tasks as per priority.



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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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