Application Lead at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Minimum 5 year(s) of experience
Educational Qualification: 15 years full time education
Must have skills: Critical Incident Management
Good to have skills: NA
Strong analytical skills
Excellent communication skills
Ability to operate effectively in high-pressure environments
Availability for 24/5 rotational shift model (Shift C: 5pm to 2:30am, 10pm to 8am on rotational basis)

Responsibilities

Act as the primary point of contact during production incidents, ensuring timely resolution and effective coordination
Lead technical bridges, involving appropriate teams for quick diagnosis and remediation
Maintain accurate incident records, including timelines, impact analysis, root causes, and corrective actions
Facilitate post-incident reviews (PIRs), document lessons learned, and track remediation tasks
Collaborate with application, infrastructure, and support teams to improve incident response processes
Monitor system and application alerts, triage issues, and ensure timely acknowledgment and resolution
Proactively monitor tickets and user-reported issues to identify and log incidents
Categorize and prioritize incidents based on impact and urgency to ensure appropriate response time
Conduct initial incident analysis to determine root cause and next steps
Collaborate with internal teams, vendors, and stakeholders to investigate and resolve incidents
Ensure high-priority incidents are addressed promptly and escalated when necessary
Coordinate incident resolution efforts to minimize business disruption and restore services quickly
Ensure SLA (Service Level Agreement) and KPI targets (such as MTTR and RFT) are consistently met
Communicate incident status and progress regularly to stakeholders and management
Verify incident resolution and restoration of normal service operations before closure
Record detailed incident information, including impact, severity, and all troubleshooting steps, in the ticketing system
Follow escalation procedures and provide timely updates to leads for unresolved or escalated incidents
Develop and maintain runbooks, escalation matrices, and incident handling procedures
Maintain clear documentation throughout the incident lifecycle, ensuring transparency and accountability
Analyze incident trends to identify recurring issues and recommend preventive actions
Contribute to continuous improvement initiatives for enhanced efficiency, effectiveness, and user satisfaction
Make sure all the resources are on the respected bridges
Check shift schedule and see if any planned/unplanned leave and update shift schedule and inform Comcast accordingly
Check and prioritize any High priority / aging tickets above 7 days
New Triage SRs and have the POC take next steps to meet the OLA
Check escalation emails from Comcast or users
Review unrestored SRs in Customer Verification, Change Implementation, Customer Information
Review Restored SRs

Skills

Critical Incident Management

Incident Management

Post-Incident Reviews

Technical Bridge Leadership

Stakeholder Communication

Root Cause Analysis

Shift Operations

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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