Project Role : Program/Project Management Representativ
Project Role Description : Deliver business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.
Must have skills : Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Roles & Responsibilities
Act as the Subject Matter Expert (SME) for Major Incident Management (MIM) and Problem Management (PM) processes within the Command Center.
Lead end-to-end Major Incident Management, ensuring rapid service restoration and minimizing business impact.
Drive incident triage calls (war rooms/bridge calls), coordinating with cross-functional technical teams and stakeholders.
Ensure proper incident prioritization, impact assessment, and escalation in line with business criticality.
Own and govern the Major Incident lifecycle, including communication, tracking, resolution, and closure.
Provide timely and effective executive and stakeholder communications during critical incidents.
Facilitate and lead Root Cause Analysis (RCA) discussions and ensure high-quality RCA documentation.
Drive Problem Management processes, including trend analysis, problem identification, and backlog management.
Ensure creation and tracking of problem records, known errors, and corrective/preventive actions.
Identify recurring incidents and work with support teams to implement permanent fixes and preventive measures.
Monitor and improve MTTR (Mean Time to Resolve) and overall service stability metrics.
Ensure adherence to ITIL best practices across Incident, Major Incident, and Problem Management processes.
Develop and maintain runbooks, SOPs, and knowledge articles for incident and problem handling.
Conduct post-incident reviews (PIRs) and drive continuous improvement initiatives.
Collaborate with monitoring and event management teams to improve alert quality and event correlation.
Provide mentorship and guidance to L1/L2 teams and ensure process compliance.
Support audits and governance activities by maintaining proper documentation and reporting.
Required Skills (Recommended for RRD)
Strong experience in Major Incident Management (MIM) and Problem Management (PM)
Deep understanding of ITIL framework and service management processes
Excellent stakeholder management and communication skills
Ability to lead high-pressure incident calls and decision-making
Strong analytical skills for RCA and trend analysis
Experience with ITSM tools (e.g., ServiceNow, Remedy, Manage Engine etc.)
Leadership and team coordination capabilities
Experience in 24x7 support environments (preferred)
Resources need to be flexible to work in rotational shifts.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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