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 5 year(s) of experience is required

Educational Qualification: 15 years full time education

Role Description:

• Deploy, configure, and manage cloud infrastructure environment and/or applications through cross-technology administration (OS, databases, virtual networks), scripting, and monitoring automation execution. Manage incidents with a focus on service restoration. Act as operations support for all compute, network, storage, security, or automation incidents /requests. Manage rollout of patches and release management schedule and implementation.

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
• Send incident notifications to the customer documents that contains detail information
• Setting up and leading conference call or bridge communication between all involved parties
• 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:

• 6 to 10 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 Automations 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.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.