IT Service Management Representative at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, ConsultingIndustries

Requirements

Minimum 12 years of experience in Critical Incident Management
Proficiency in Critical Incident Management (Must Have skill)
Strong understanding of IT service management frameworks such as ITIL
Experience with incident response and escalation procedures
Ability to analyze and resolve complex technical issues
Familiarity with service monitoring tools and technologies
ITIL V3 Foundation certification
Familiarity with Problem, Change, and Event Management processes
Strong communication skills across all organizational levels, including senior stakeholders
Capable of handling high-priority and competing tasks effectively in a 24x7 environment
Self-driven, resourceful, and effective both independently and in team settings
15 years full-time education

Responsibilities

Ensure standardized ITIL v3-based procedures for efficient incident handling
Minimize client service impact and identify operational improvement opportunities
Act as central communication point during Major Incidents
Handle user/client escalations; trigger functional and management escalations as needed
Lead and participate in Incident Management meetings and SRT bridge calls
Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets
Promote service management best practices and process standardization
Ensure adherence to incident management processes across support teams
Track SLA compliance and generate KPIs and management reports
Manage delivery for IT production systems and services
Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services
Provide operational support to ensure production systems and devices are online and available

Skills

Critical Incident Management

ITIL v3

Incident Management

SLA Compliance

Service Management

IT Operations

Infrastructure Support

Major Incident Handling

Escalation Management

KPI Tracking

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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