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: Event Management

Good to have skills: Incident Management

Minimum 2 year(s) of experience is required

Educational Qualification: 15 years full time education
Command Center Manager – Service Assurance (TRACC & Major Incident Management)

Summary:

We are seeking an experienced and hands-on Command Center Manager to oversee 24 7 monitoring and major-incident management (MIM) operations. The role includes leading TRACC (Technology Restoration & Availability Control Center), ensuring real-time visibility into enterprise IT infrastructure, driving rapid incident response and resolution, enforcing SLA compliance, and continuously improving monitoring and incident-management processes. This is a global, multi-vendor environment where operational resilience and proactive issue prevention are critical.

Key Responsibilities:

• TRACC Operations & 24 7 Monitoring

• Lead and manage TRACC operations — maintain and configure all command center infrastructure, processes, and tools to support 24 7 365 operations.

• Monitor critical infrastructure, applications, networks, databases, and cloud services in real time using monitoring and ITSM tools respond to alerts, performance degradations, and threshold breaches.

• Define and maintain monitoring procedures—including thresholds, alert types and escalation paths—and build consolidated dashboards for event correlation, alert triage, and automated ticket creation.

• Perform initial troubleshooting and remediation escalate validated or complex incidents to L2/L3 teams, vendors, or SMEs while preserving full audit trails.

• Ensure monitoring configurations are properly included with every production deployment and validate effectiveness both before and after go-live.

• Major Incident Management (MIM) Leadership

• Act as Incident Commander for P2/P1 (critical) incidents — initiate and lead technical/non-technical bridge calls, coordinate multi-party resolution efforts, maintain stakeholder communication, and drive restoration of services.

• Manage the full lifecycle of major incidents: detection, escalation, resolution, executive reporting, shift handovers, and post-incident reviews.

• Maintain and manage incident-response collateral — contact lists, on-call rosters, documentation, communication templates — to ensure readiness for 24 7 support.

• Support root cause analysis post major incidents and feed learnings into prevention and monitoring-improvement efforts.

• Governance, Reporting & Compliance

• Generate regular operational dashboards and trend reports on monitoring effectiveness, alert volumes, incident response performance, and SLA metrics.

• Participate in governance forums, change advisory board (CAB) meetings, and incident-review sessions recommend process improvements in line with ITIL and client standards.

• Track health of TRACC infrastructure, tool integrations, alert validation accuracy, and escalate any operational risks or gaps to leadership.

• Automation & Continuous Improvement

• Identify and implement opportunities for automation in alert handling, event correlation, self-healing, and reporting to reduce manual interventions and mean time to resolution (MTTR).

• Lead continuous service improvement (CSI) initiatives — analyze incident and alert trends, conduct risk assessments, review quarterly performance, and optimize monitoring thresholds.

• Drive integrations of monitoring tools (e.g., third-party monitoring, ITAM/CMDB, alerting systems) and train teams on updated workflows and procedures to raise operational maturity and reliability.

• Professional & Technical Skills

• Demonstrated leadership of command center or TRACC/NOC operations in a 24 7, enterprise-scale IT environment.

• Strong hands-on experience with ITSM platforms (e.g., Service Now – Incident, Event, Problem modules), alerting/notification tools (e.g., x Matters), and monitoring/observability tools (e.g., Zabbix, New Relic, or equivalents).

• Comprehensive understanding of infrastructure, applications, networks, and cloud environments ability to work across multi-vendor, multi-stack setups.

• Strong analytical, communication, and facilitation skills — able to coordinate cross-functional teams under high-pressure, high-severity incidents.

• Proven ability to enforce SLA compliance, maintain operational discipline, and drive continuous improvement.

• Certifications: ITIL v4 Foundation (mandatory) Certification in monitoring tools or Service Now implementation may be preferred.

• Additional Information

• The role involves working in global operations — excellent communication and collaboration skills with international teams are essential.

• Opportunity to lead automation initiatives, AI-driven monitoring enhancements, and cross-functional continuous improvement programs.

• Focus on reducing incident volumes, improving availability (target 99.9), and positioning the Command Center as a strategic enabler for business continuity and resilience.

• A 15 Year full time education is required

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

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