Infrastructure Service Management SW/Application Tech Support Practitioner

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com
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• Project Role :SW/Application Tech Support Practitioner
• 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.
• Management Level :8
• Work Experience :8-10 years
• Work location :Mumbai
• Must Have Skills :Infrastructure Service Management
• Good To Have Skills :No Technology Specialization
• Job Requirements :
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  • Key Responsibilities : 1 Responsible for the delivery of, Incident, Problem, Change Configuration Management 2 Point of contact for the Clients, Service Delivery Managers and Delivery teams Act as escalation point of contact for senior management onshore and offshore 3 Perform an operational Service Management tasks as and when required 4 Responsible to ensure Quality Assurance for all the Service Management Tasks and Operations 5 Responsible to perform Quality audits and drive action items with SDMs and Domain Lead
    
  • Technical Experience : 1 Understanding of Cloud environment 2 ISO 20001 Implementation experience 3 Six Sigma, Lean Trained/ Certified 4 Hands on experience in working in a multi-client environment 5 Has worked on Automations initiatives 6 Hands on experience in Service NOW Has managed minimum 3 to 4 SM processes E2E 7 Has applied best practices in daily operations 8 Has hands on experience of doing quality audits and driving action items to closure
    
  • Professional Attributes : 1 Ability to co-ordinate with multiple teams across all domains 2 Good Communication Skills 3 Open to working in 247 environment 4 Prompt and Proactive
    
  • Educational Qualification : Graduate with 12 years of experience
    
  • Additional Information : 1 ITIL V3 Foundation certification 2ITIL V3 Intermediate certification at least 2 modules

15 years of full time education