Project Role : 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 : Service Integration and Management (SIAM)
Good to have skills : Infrastructure Service Management
Minimum 3 year(s) of experience is required
Educational Qualification : Graduate or above

Role: Major Incident & Problem manager. Time : 24X7 – Rotational shifts and Oncall support during weekends. Role Description: Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. The Major Incident Manager/ Incident manager is responsible for the end-to-end management of all IT major incidents and escalated issues. Responsible for managing the lifecycle of all Problems Records & Knowledge Articles. Provide problem & knowledge management reporting. Also, one of the primary objectives is to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented & manage quality knowledge base. Must Have Skill: ITIL /SIAM Foundation Certified Good To-Have Skill: SIAM Professional, ITIL Intermediate and Azure Fundamentals certified. Key responsibilities: IM/MIM: Their role and responsibilities are extremely varied and include (amongst others): Leading, driving, facilitating, and chairing all investigation activities, meetings, and conference calls. Forming collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed. Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix. Ensuring all administration and reports are maintained and up to date, including contacts information, post major incident reviews. Supporting and nurturing process improvements and knowledge base improvements. Continually maintaining and developing tools and resources to manage major incidents effectively. Providing periodic major incident metrics reports. Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process among multiple vendors. Technical Experience: Good to have basic Azure/SAP/SaaS/Network/EUC fundamental knowledge. Professional Attributes: A good verbal and written communication skill to connect and drive major clients calls. Ability to operate independently and make effective decision with little direct supervision. Problem Solving & Strategic thinking. Educational Qualification: Any bachelor’s degree.

Graduate or above

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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 742,000 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. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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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