Application Tech Support Practitioner
Accenture
7 - 9 years
Bengaluru
Posted: 23/09/2025
Job Description
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Infrastructure Service Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: The Major Incident Manager (MIM) is responsible for the rapid coordination, communication, and resolution of high-severity incidents that impact business-critical services across SAP’s cloud environments. This role ensures minimal disruption through efficient escalation, stakeholder engagement, and collaboration with internal and external partners. The MIM acts as the central point of command during major incidents, helping ensure business continuity and operational resilience. Roles & Responsibilities: - Required Experience: 7 years in incident or IT operations management (cloud or enterprise environments). - Lead and manage the end-to-end lifecycle of major incidents from detection to closure. - Serve as the central point of contact during high-severity issues, ensuring cross-functional collaboration. - Leverage Cross Line-of-Business (LoB) Correlated Monitoring to proactively detect critical incidents. - Escalate time-sensitive issues to the RIDE (Risk & Incident De-Escalation) Team. - Ensure timely, transparent communication to internal stakeholders and external customers during outages. - Coordinate with the Digital Command Center to determine incident blast radius and emerging business impacts. - Conduct and document post-incident reviews, ensuring knowledge transfer to Problem Management. - Collaborate with infrastructure, application, and hyperscaler teams for incident resolution and RCA input. - Tools & Technologies: Experience with ServiceNow (HCSM), monitoring tools, cloud platforms (AWS, Azure, GCP). Professional & Technical Skills: - Preferred: Exposure to AI/agentic ticket handling and automation in incident response. - Ability to prioritize and manage multiple tasks effectively Additional Information: - The candidate should have minimum 7 years of experience in Infrastructure Service Management. - Certifications: ITIL Foundation preferred. - This position is based at our Bengaluru office. - A 15 years full time education is required.15 years full time education
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us at www.accenture.com
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.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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