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 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Role Overview: The Major Incident Manager is responsible for managing and coordinating the resolution of major incidents that affect the organization’s IT services. This role requires a strong focus on communication, collaboration, and leadership to minimize disruption and restore normal service as quickly as possible. Key Responsibilities Major Incident Management Responsibilities: Lead and coordinate the response to major incidents, ensuring timely engagement of appropriate technical teams and resources. Act as the central point of contact and escalation for all major incidents, providing clear direction and leadership during high-priority outages. Ensure effective communication with stakeholders, executives, business units, and end-users throughout the incident lifecycle. Conduct post-incident reviews, drive root cause analysis, and ensure lessons learned are documented and tracked. Collaborate with Problem and Change Management teams to identify preventive measures and reduce incident recurrence. Generate and distribute incident summary reports, including business impact, recovery timeline, and corrective actions. Maintain readiness for 24x7 response and ensure incident bridge management and communication templates are consistently followed. Qualifications and Experience: Bachelor’s degree in IT, Computer Science, or a related field. 5–8 years of experience in Major Incident Management in an ITIL-aligned environment. Strong understanding of ITIL v4 framework with certifications preferred. Experience in managing high-pressure incident bridges, coordinating multiple technical teams, and stakeholder communication. Strong analytical, decision-making, and communication skills. Ability to work in a 24x7 global support environment. Preferred Skills: Experience with ITSM tools such as ServiceNow, Remedy, or equivalent. Familiarity with Problem Management and Knowledge Management processes. Ability to handle both structured (Change) and unstructured (Major Incident) situations effectively. Leadership presence and ability to make quick, informed decisions under pressure.

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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