Major Incident Manager

Major Incident Manager

Location: West Midlands

Salary: Competitive (Depending on Experience)

Career Level: Associate Manager

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO

As a Team

The Global Command Centre Major Incident Manager provides leadership during highly critical operational issues through established methods, procedures, communication and coordination across Accenture organizations, suppliers, and providers. The role requires leadership and the ability to direct others during high pressure situations involving customers, leadership, technology teams, and third-party service providers. A high-level understanding of a range of technologies is essential. The Major Incident Manager is not expected to be able to technically fix an issue, but is expected to be able to probe technical teams, ask searching questions about potential failure areas, lead the creation of structured plans and interpret complex input from technical teams.  GCC are escalated to when usual P1 resolution options have failed and an incident lead is needed who can both control the call and troubleshoot using operational experience.

The sheer variety of work we do, and the experience it offers, provides an unbeatable platform from which to build a career.

The responsibilities range from Major Incident Management to Major Problem Management, and include Continual Service Improvement programs and projects, bridging Accenture Operations organizations and leveraging the Accenture Enterprise.

You'll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways.

If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. 

In our team we are seeking an experienced Major Incident Manager with:

• Effective facilitator directing teams toward rapid resolution of complex issues

• Ability to communicate up (to business owners and peers), down (to technologists), and across (to other architects and Technical Leads)

• Experience in I.T. Operations or Delivery

• Displays Leadership and authority with proven ability to lead others under pressure

• Strong people skills - negotiation, listening, with the ability to work effectively with all levels of the organization

• An understanding of cloud and on-premise technology including compute, networking, storage and database.

As a Major Incident Manager, you will:

• Assist or lead critical response effort for critical vulnerabilities, Major Incidents, and Major Problems

• Manage executive communication and escalation.

• Ensure compliance with established process and protocols

• Engage with cross-functional teams during service restoration/risk mitigation, ensuring that the right resources are engaged to achieve successful outcomes

• Identify and pursue opportunities for continuous improvement and lead program/projects

• Provide regular metrics, presentations and program/project status updates

• Able to fulfil the required work type, location and hours requirements including weekend cover (on call basis)

We are looking for experience in the following skills:

• A knowledge of technology concepts at the level required to understand complex technical issues and contribute to the creation of complex recovery plans using structured troubleshooting methods. This will include several areas below for cloud and on-premise environments:

  • Storage

  • Backup and recovery

  • Databases

  • Virtualisation

  • Operating systems

  • Networking

• Understanding of cloud services including compute, networking, storage and database services.

• Understanding of current IT production operations, quality practices, and client services.

• Experience working in an ITIL environment, and knowledge of ITIL frameworks. Certified to an ITIL Foundation v3 or v4 level.

• Good communication, technical aptitude, understanding and troubleshooting skills

• Excellent English oral and written communication skills with the ability to speak and write at executive and business levels

Set yourself apart:

• Participate in global Communities of Practice (CoP) as part of a continuous improvement program.

• Keep abreast of the latest technological advancements

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

Closing Date for Applications 31/08/2021

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.