IT Service Management Representative

Project Role : IT Service Management Representative
Project Role Description : 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, ensuring production systems and devices are online and available.
Must have skills : Critical Incident Management
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
- Central Communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process
- Respond to user/client escalations and engage functional escalation and Management escalation as required
- Participate in incident management meetings, drive & initiate SRT bridges.
- Drive metrics for Hopping, backlog, reopen tickets & ageing tickets.
- Identify process improvements driving Service management best-practice and

Roles & Responsibilities:
- 24X7 Incident Management
- NO fixed weekend
- Handling P1/P2 bridge calls
- Night shifts and rotational shift – every 2 weeks / 1 month
- Good communication skills
- US holidays (No Indian Holidays)
- Shifts: 3:30 PM IST to 1 AM IST, 5PM IST to 2:30 AM IST, 9:00 PM to 6:30 AM IST

Professional & Technical Skills:
- Experience in Major Incident Management, coordinating P1/P2 incidents and driving incident bridges with cross-functional teams leadership exposure preferred.
- Hands-on experience with chronology, whiteboards, PIRs, RCAs, and incident documentation.
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Ivanti, or Jira.
- Working knowledge of xMatters, VictorOps (Splunk On-Call), Everbridge, or similar notification tools.
- Experience sending incident communications to stakeholders, including leadership where applicable.
- Good understanding of ITIL Incident Management and strong stakeholder coordination skills.

Additional Information:
- 7+ years in Major Incident or similar role
- ITIL V3 Foundation certification preferred

15 years full time education

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