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 : Incident Management, Infrastructure Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Manage the cloud infrastructure environment through cross technology administration (OS, databases, virtual networks), execution of scripting and monitoring automations.
Manage the environment incidents, changes, problems, configuration with a focus on service restoration.
Act as operations support for all computer, network, storage, security, or automation incidents /requests.
Must Have Skills: Infrastructure Service Management
Key Responsibilities:
Good knowledge and working experience of Service Operations that includes but not limited to - Incident Management, Problem Management, Root Cause Analysis, Temporary Fix/ workaround vs Permanent fix, Change Management, Ticket lifecycle and Queue Management
Monitor, manage and prioritize all service aligned queues ensuring service levels are maintained and eliminating backlogs for all assigned clients.
Ensure CAB/change process is handled as per laid out processes for assigned clients
Second escalation point and manager of Severity 1 incidents including internal and client communications
Invoke Escalation procedures and manage unresolved major incidents
Review Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions
Identifying Root causes for any issues or problems
Continuous Improvement Standardization opportunities
Automation opportunities
Technical Experience:
5 to 8 years in an IT infrastructure environment handling E2E service management operations and exposure in team management
Has handled E2E Service Management Operations
Good reporting skills
ITIL 4 Foundation certification preferred
People Management Ability to co-ordinate with multiple teams across all domains
Excellent written communication skills with email etiquettes
Professional Attributes:
Hands on experience in working in a multi-client environment
Has worked on Automation initiatives
Hands on experience in Service NOW
Educational Qualification: Bachelor s degree or 3-year Diploma (12+3)
Support Type / Hours
24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
5 days working per week, with weekly offs based on roster.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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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 serving clients in more than 120 countries. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
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