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 : Infrastructure Service Management Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary: Support hours – 24*7 The Major Incident Manager is responsible for leading and coordinating the response to major incidents. This role involves overseeing the incident resolution process, communicating with stakeholders, and driving efforts to restore services to normalcy as quickly as possible. Key Responsibilities: Lead and coordinate the response to major incidents, ensuring timely engagement of appropriate technical teams and resources. Act as the central point of contact and escalation for all major incidents, providing clear guidance and direction to resolve the issue. Conduct thorough investigations to determine the root cause and impact of major incidents. Collaborate with technical teams to analyze incident data and trends for continuous improvement and prevention. Establish and maintain effective communication channels with stakeholders, including executives, business units, and affected end-users. Provide regular updates on the status of incident resolution efforts and estimated time of recovery. Ensure accurate and detailed documentation of major incidents, including incident reports, post-incident reviews, and lessons learned. Generate and distribute incident reports to relevant parties, highlighting key findings and recommendations. Support hours - 24*7. Qualifications and Experience: Bachelor s degree in IT, Computer Science, or a related field. 8–10 years of experience in Major Incident Management in an ITIL-aligned environment. Strong understanding of ITIL v4 framework with certifications preferred. Experience in managing high-pressure incident bridges, coordinating multiple technical teams, and stakeholder communication. Strong analytical, decision-making, and communication skills. Ability to work in a 24x7 global support environment. 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 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.