Operations Engineer

About Accenture

Responsibilities

• Triage with all the appropriate support teams to expedite troubleshooting on a technical bridge and business bridges for Major Incidents
• Ensuring that relevant & required technical support teams and application owners are being engaged.
• Drives higher level escalations with operational support groups and escalation to Production Support Manager to assess business impact.
• Senior management Communication, incident status/update as per process to P1 stakeholders inclusive to summarize on Critical and High Priority Major Incidents
• Skilled on priority determination based on extracted information and impacts
• Review any recent infrastructure changes that might be related to the CIs linked to the incident
• Keep close watch on critical alerts during the shift to ensure the GCC / NCC level 1 support addresses the alerts timely to avoid any potential outages
• Review and approve emergency change in accordance with the change management process.
• Providing status of the situation anytime a senior request arises and explain at technical and business level.
• Capture incident chronology and provide incident summary report to GCC Management and Problem Management for Root Cause Analysis.
• Handle and deal with Executive Management calls
• Prepare and perform GCC Major Incident Manager daily turnover to ensure all the incidents that are managed within the shift are handed over to the incoming shift
• Major Incident Manager.
• Prepare and communicate Major Incident reports (Daily/Weekly/Monthly) to Senior Management.
• Review Emergency changes and validate business impact prior to approving change
• Required Skills & Qualifications MIM and ITSM, ITIL certification with 18 years of full time education
• Preferred Skills & Qualifications(If Any) Good in communication and writing emails
• Shift Details: (Mandatory) 24*7 Including night shift and weekends
• Additional Information:
• Additional Information align with project RTO
• The candidate should have minimum 5 years of experience in Critical Incident Management.
• This position is based at our Kolkata office.
• A 15 years full time education is required.
• 15 years full time education