IT Service Management Representative
Accenture
5 - 10 years
Bengaluru
Posted: 26/10/2025
Job Description
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 : Incident Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary We are seeking a senior Major Incident Manager (7–10 years) to lead high-impact incident resolution in a 24×7 enterprise IT environment. The candidate will manage escalations, drive Continual Service Improvement (CSI), enforce governance, implement automation, and integrate Problem & Change Management to improve service quality and reduce recurring incidents. Location: Bengaluru / Gurugram Experience: 7–10 years Employment Type: Full-time Department: Service Assurance Reporting Structure: Reports to Service Assurance Manager / Head of Operations Key Responsibilities • Own end-to-end major incident lifecycle: detection, triage, resolution, and post-incident review. • Lead war rooms and bridge calls, coordinating cross-functional teams and vendors. • Manage high-risk escalations and communicate effectively to leadership and business stakeholders. • Drive Continual Service Improvement (CSI) initiatives to reduce recurring incidents, incident volume, and MTTR. • Ensure governance compliance in incident management and proper linkage with Problem & Change processes. • Identify automation opportunities for alerts, notifications, and reporting to improve operational efficiency. • Track, analyze, and report incident trends, SLA compliance, and quality metrics. Professional and Technical Skills • Expert in Major Incident, Problem, and Change Management aligned with ITIL best practices. • Experience with ServiceNow ITSM modules (Incident, Problem, Change). • Strong stakeholder communication, leadership, and decision-making under high pressure. • Proficiency in Power BI / Excel for reporting, dashboards, and trend analysis. • Certifications: ITIL® v4 Foundation (Mandatory); ITIL Intermediate / Managing Professional (Preferred) Additional Information • Exposure to 24×7 global operations. • Experience leading automation and process improvement initiatives. • Strong focus on SLA adherence, backlog reduction, and quality improvement.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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