Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: The Major Incident Manager (MIM) is responsible for the rapid coordination, communication, and resolution of high-severity incidents that impact business-critical services across SAP’s cloud environments. This role ensures minimal disruption through efficient escalation, stakeholder engagement, and collaboration with internal and external partners. The MIM acts as the central point of command during major incidents, helping ensure business continuity and operational resilience. Roles & Responsibilities: - Required Experience: 5 years in incident or IT operations management (cloud or enterprise environments). - Lead and manage the end-to-end lifecycle of major incidents from detection to closure. - Serve as the central point of contact during high-severity issues, ensuring cross-functional collaboration. - Leverage Cross Line-of-Business (LoB) Correlated Monitoring to proactively detect critical incidents. - Escalate time-sensitive issues to the RIDE (Risk & Incident De-Escalation) Team. - Ensure timely, transparent communication to internal stakeholders and external customers during outages. - Coordinate with the Digital Command Center to determine incident blast radius and emerging business impacts. - Conduct and document post-incident reviews, ensuring knowledge transfer to Problem Management. - Collaborate with infrastructure, application, and hyperscaler teams for incident resolution and RCA input. - Tools & Technologies: Experience with ServiceNow (HCSM), monitoring tools, cloud platforms (AWS, Azure, GCP). Professional & Technical Skills: - Preferred: Exposure to AI/agentic ticket handling and automation in incident response. - Ability to prioritize and manage multiple tasks effectively Additional Information: - The candidate should have minimum 5 years of experience in Infrastructure Service Management. - Certifications: ITIL Foundation preferred. - This position is based at our Bengaluru office. - A 15 years full time education is required.

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.

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