Technology Support Engineer
Accenture
2 - 5 years
Bengaluru
Posted: 26/10/2025
Job Description
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary We are seeking a detail-oriented and proactive Incident Manager with strong expertise in Incident Management and a secondary focus on Problem Management. The candidate will manage the Command Center operations, monitor critical systems using ServiceNow, xMatters, and TRACC, and ensure timely incident resolution while driving continuous improvement. This role emphasizes SLA compliance, governance, automation, and quality improvement in a 24×7 enterprise IT environment. Location: Bengaluru / Gurugram Experience: 5–8 years Employment Type: Full-time Department: Service Assurance / Command Center Reporting Structure: Reports to Service Assurance Lead / Command Center Manager ________________________________________ Key Responsibilities Incident Management & Command Center Operations • Own end-to-end incident lifecycle management: logging, triage, escalation, resolution, and closure. • Operate within a 24×7 Command Center environment, monitoring incidents and alerts in real-time. • Monitor, analyze, and respond to alerts using ServiceNow, xMatters, and TRACC monitoring platforms. • Coordinate with resolver teams (2nd/3rd level, vendors, and SMEs) to ensure rapid restoration. • Maintain accurate incident records, categorize incidents, and ensure SLA compliance. Problem Management Support • Identify recurring incidents and initiate Problem records for RCA and known error documentation. • Collaborate with Problem Management teams to implement preventive solutions. • Analyze incident trends and provide insights to reduce repeat incidents and operational volume. Governance, Escalation & Reporting • Act as escalation point for high-impact incidents and ensure timely communication to leadership. • Generate operational dashboards, metrics, and trend reports for incident and problem management. • Participate in governance forums and incident review meetings, ensuring compliance with ITIL standards. Automation & Quality Improvement • Identify automation opportunities for alerting, incident assignment, and reporting workflows. • Drive initiatives to improve MTTR, SLA adherence, and operational efficiency. • Implement corrective and preventive measures to reduce incident volumes and improve service quality. ________________________________________ Professional and Technical Skills • Strong expertise in Incident Management (primary) and Problem Management (secondary). • Hands-on experience in Command Center operations with 24×7 monitoring. • Experience with ServiceNow ITSM (Incident, Problem modules), xMatters, and TRACC or equivalent monitoring tools. • Knowledge of ITIL-aligned processes, SLA compliance, and KPI management. • Strong analytical, problem-solving, and communication skills under high-pressure conditions. • Certifications: ITIL v4 Foundation (Mandatory); ServiceNow Fundamentals / Problem Management (Preferred). ________________________________________ Additional Information • Exposure to enterprise-scale IT operations and multi-vendor environments. • Opportunity to lead automation, reporting, and CSI initiatives within the Command Center. • Focus on operational quality, incident volume reduction, and SLA 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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