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Accenture

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3.9

based on 53.9k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

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27412 Accenture Jobs

Service Management Practitioner

Accenture Solutions Pvt Ltd

 · 

3.9

 based on 53.9k Reviews

12-17 years

Bangalore / Bengaluru

Service Management Practitioner

Accenture

posted 25d ago

Job Role Insights

Flexible timing

Key skills for the job

SQL Linux Administration Servicenow Incident Management AS400 GCC

+ 7 more

Job Description






Project Role :Service Management Practitioner




Project Role Description :Support the delivery of programs, projects or managed services. Coordinate projects through contract management and shared service coordination. Develop and maintain relationships with key stakeholders and sponsors to ensure high levels of commitment and enable strategic agenda.


Must have skills :Infrastructure Service Management, Infrastructure service deliver



Good to have skills :NA
Minimum



12 year(s) of experience is required



Educational Qualification :15 years full time education


Summary:
  • Organize appropriate support teams for all major incidents & expedite troubleshooting within a technical bridge and business bridges for all major incidents.
  • Drive higher level escalations within operational and Application support groups. Engage Production Support Manager to access business impact.
  • Summarize/ Validate Critical and High Priority Major Incidents status/ update for all communications sent to P1 stakeholders' group inclusive of senior management. Provide status of the major incident anytime a senior request arises and explain at technical and business level.
    Roles & Responsibilities:
  • Incident priority determination based on extracted information, reported impacts & Production Support Managers detail.
  • Review recent infrastructure changes/alerts which might be related to the CIs that are related to the incident and address the alerts (if any) in timely manner to avoid any potential out.
  • Capture incident chorology and take ownership to provide insight of an incident and provide incident summary report to GCC Management and Problem Management for post-incident resolution for RCA/ permanent resolution.
  • Build strong relationships with teams & stakeholders to enable effective dialogue exchange between regional leads. Assess regional specific high/critical changes
  • Developing a deep understanding of projects to gain insights into the scope of service delivery in a region and Recommend methods of improvement and seeing that actions are implemented on time for service delivery upgrades
  • Prepare and perform GCC Service Manager daily turnover/reports to ensure all the incident that managed with the shift being handover over to the incoming shift Service Manager.
  • Create and manage all weekly/monthly meeting reports/service calls.
  • Enterprise incident control experience across several IT disciplines
  • A fundamental understanding of insurance lines of business with a main focus of the institutional clients group / markets
  • Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to Distributed services (UNIX, LINUX, Windows, AS400, etcâ"¦), SQL and Oracle database architecture, Mainframe, Batch processing, Network infrastructure, Telephony infrastructure, Mainframe hardware and platforms, Middleware, Storage, cloud-based file sharing, Proxy servers, web architecture and various virtualization infrastructure.
  • Understanding of Enterprise Monitoring and alerts system.
  • Enterprise Service Management and Monitoring Tools platforms such as ServiceNow, CA Tools, APM and etc
  • Understanding of service delivery and client management.
    Professional & Technical Skills:
  • Critical Thinking
  • Deductive Reasoning
  • Problem Solving
  • Client management/ Client account manager.
  • Leadership – Capacity, Capability, and Competency (â"Leaders inspire other to take actionâ")
  • Commanding presence
  • Active and Agile Listening
  • Maintaining a professional demeanor and attitude while being aggressive
  • Ability and confidence to act with decisiveness on critical decisions
  • Exercise influence over a wide variety of individuals at all levels of technical & business leadership
  • Ability to multi-task and make good judgments in a dynamic, high stress environment.
  • Excellent telephone, oral communication skills, strong written English
  • Good interpersonal & relationship building
  • Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment
  • Wide technical experience – preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
  • Well-trained specialist working in a proficient environment
  • Experienced on interacting with a demanding customer focused service delivery organization
  • Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
  • Industry recognized trouble shooting methodology to be able to ask the right questions
  • Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
    Additional Information:
  • Bachelor's degree in computer science or a related in technical discipline or equivalent experience
  • 12 years or more experience in ITIL Operational in the Incident Management process. Knowledge of other ITIL processes interfacing with Incident Management.
  • Certification in ITIL Foundation or any ITIL Intermediate module.
  • Working knowledge of insurance infrastructure and application architecture.
  • Related technical certifications in data networking, mid-range and mainframe OS and hardware architecture, storage systems, database, or software design a plus.
  • Knowledge of IT concepts, strategies and methodologies.
  • Knowledge of business functions and extensive understanding of business operations, strategies and objectives.
  • Knowledge of Process and IT service management concepts, strategies and methodologies.. ITIL Incident Control training preferred.
  • Experience in technical problem solving and crisis management concepts.
  • Ability to promote a team environment.


    Qualifications

    15 years full time education

    • Employment Type: Full Time, Permanent

    Read full job description

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    What people at Accenture are saying

    3.8
     Rating based on 2 Service Manager reviews

    Likes

    Accenture is one of the best in IT.

    • Salary - Good
      +6 more
    Dislikes

    Nothing to point out.

      Read 2 Service Manager reviews

      Service Manager salary at Accenture

      reported by 79 employees with 4-15 years exp.
      ₹7 L/yr - ₹26.9 L/yr
      103% more than the average Service Manager Salary in India
      View more details

      What Accenture employees are saying about work life

      based on 53.9k employees
      65%
      85%
      68%
      76%
      Flexible timing
      Monday to Friday
      No travel
      Day Shift
      View more insights

      Accenture Benefits

      Free Transport
      Cafeteria
      Work From Home
      Gymnasium
      Health Insurance
      Soft Skill Training +6 more
      View more benefits

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