IT Service Management Representative at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, TechnologyIndustries

Requirements

Minimum 3 years of experience (5–8 years preferred)
15 years full-time education
Strong expertise in Incident Management (primary) and Problem Management (secondary)
Hands-on experience in Command Center operations with 24×7 monitoring
Experience with ServiceNow ITSM (Incident, Problem modules), xMatters, and TRACC or equivalent monitoring tools
Knowledge of ITIL-aligned processes, SLA compliance, and KPI management
Strong analytical, problem-solving, and communication skills under high-pressure conditions
ITIL® v4 Foundation certification (Mandatory); ServiceNow Fundamentals / Problem Management (Preferred)
Exposure to enterprise-scale IT operations and multi-vendor environments

Responsibilities

Own end-to-end incident lifecycle management: logging, triage, escalation, resolution, and closure
Operate within a 24×7 Command Center environment, monitoring incidents and alerts in real-time
Monitor, analyze, and respond to alerts using ServiceNow, xMatters, and TRACC monitoring platforms
Coordinate with resolver teams (2nd/3rd level, vendors, and SMEs) to ensure rapid restoration
Maintain accurate incident records, categorize incidents, and ensure SLA compliance
Identify recurring incidents and initiate Problem records for RCA and known error documentation
Collaborate with Problem Management teams to implement preventive solutions
Analyze incident trends and provide insights to reduce repeat incidents and operational volume
Act as escalation point for high-impact incidents and ensure timely communication to leadership
Generate operational dashboards, metrics, and trend reports for incident and problem management
Participate in governance forums and incident review meetings, ensuring compliance with ITIL standards
Identify automation opportunities for alerting, incident assignment, and reporting workflows
Drive initiatives to improve MTTR, SLA adherence, and operational efficiency
Implement corrective and preventive measures to reduce incident volumes and improve service quality

Skills

Incident Management

Problem Management

ServiceNow

xMatters

TRACC

ITSM

SLA Compliance

Command Center 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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