Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As a Major Incident Manager, a typical day involves acting as the central point of coordination during critical infrastructure and application incidents that cause business disruption. This role requires taking ownership of major incidents from identification through resolution, driving service restoration across multiple technical teams and third-party providers, and ensuring timely stakeholder communication. The position demands strong leadership, proactive incident management, root cause analysis, reporting, and continuous improvement to minimize business impact and improve service availability.
Roles & Responsibilities:
Manage major infrastructure and application incidents that result in business disruption.
Take ownership of incidents with an I own mindset and drive them to resolution while minimizing business impact.
Lead service restoration efforts by coordinating with multiple internal teams, client stakeholders, and technology providers such as Microsoft, Cisco, EMC, SAP, and Oracle.
Provide regular stakeholder updates with clear communication on business impact, current status, and resolution progress.
Perform proper documentation and root cause analysis for every major incident.
Ensure corrective actions are identified, assigned, and implemented by respective teams to prevent repeat failures.
Review and report service outage data and perform analytics to drive more predictable service outcomes.
Build and maintain strong working relationships with client-side stakeholders and delivery leadership.
Act as a key delivery role reporting to the overall service management lead or delivery lead of the engagement.
Professional & Technical Skills:
Must To Have Skills: Proficiency in Major Incident Management and Critical Incident Management.
Good understanding of IT systems, including both infrastructure and applications.
Experience working in technical areas such as network, platform, database, storage, middleware, SAP Basis, ASP.NET, and Microsoft technologies.
Strong process knowledge and ability to improve incident response and service management processes.
Ability to take a leadership role during outages or critical situations where IT systems are down and business impact is high.
Excellent verbal and written communication skills with the ability to manage pressure effectively.
Ability to coordinate work across multiple groups and lead a virtual team when required.
Strong analytical capability to perform RCA and identify the root cause of incidents.
Ability to engage technology manufacturers and escalate appropriately to drive service restoration.
Proactive thinking and strong stakeholder management skills.
Additional Information:
Shift: 24x7 support environment.
Location: Preferably Bengaluru.
The candidate should have strong experience in Major Incident Management or Critical Incident Management.
The role requires strong collaboration with service management, delivery leadership, client stakeholders, and cross-functional technical teams.
- The candidate should have minimum 7.5 years of experience in Critical Incident Management.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
Jaipur
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
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.