Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, ConsultingIndustries

Requirements

Minimum 3 years of experience (5–8 years preferred in Major Incident Management in an ITIL-aligned environment)
15 years full time education (Bachelor’s degree in IT, Computer Science, or related field)
Must have skills: Infrastructure Service Management
Strong understanding of ITIL v4 framework (certifications preferred)
Experience 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: Experience with ITSM tools such as ServiceNow, Remedy, or equivalent
Preferred: Familiarity with Problem Management and Knowledge Management processes
Preferred: Ability to handle structured (Change) and unstructured (Major Incident) situations effectively
Preferred: Leadership presence and ability to make quick, informed decisions under pressure

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
Act as the ongoing interface between the client and the system or application, dedicated to quality using exceptional communication skills
Accurately define client issues and interpret and design resolutions based on deep product knowledge

Skills

Key technologies and capabilities for this role

Infrastructure Service ManagementMajor Incident ManagementITILRoot Cause AnalysisStakeholder CommunicationIncident ReportingChange ManagementProblem Management

Questions & Answers

Common questions about this position

What experience level is required for this role?

Minimum 3 years of experience is required, with 5–8 years preferred in Major Incident Management in an ITIL-aligned environment.

What are the key skills needed for the Major Incident Manager position?

Must have skills include Infrastructure Service Management. Preferred skills are strong communication, leadership, analytical and decision-making abilities, ITIL v4 knowledge, and experience with ITSM tools like ServiceNow or Remedy.

What is the work schedule or environment like for this role?

The role requires the ability to work in a 24x7 global support environment with readiness for 24x7 response.

What educational qualifications are needed?

A Bachelor’s degree in IT, Computer Science, or a related field is required, along with 15 years of full-time education.

What makes a strong candidate for this position?

Strong candidates have 5–8 years in Major Incident Management, ITIL certifications, experience managing high-pressure incidents and stakeholder communication, and leadership skills for quick decisions under pressure.

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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