Operations Engineer

• Project Role : Operations Engineer
• Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
• Must have skills : Critical Incident Management, 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 GCC Operations Manager will lead end-to-end Global Command Center operations driving 24x7 service availability, major incident management, AIOps adoption, and operational excellence across InfraOps, EventOps, and ITSM.
• This role is accountable for stability, resilience, automation-led operations, and continuous service improvement in a complex global enterprise environment.

• Roles & Responsibilities:
• 1. End-to-End GCC Operations
• Manage 24x7 operations covering MIM
• Ensure delivery against SLAs, OLAs, and KPIs (MTTR, MTTD, availability)
• Drive integrated operations across global teams and towers
• 2. Major Incident & Crisis Management
• Lead P1/P2 incident command, bridge orchestration, and recovery
• Ensure timely stakeholder communication including executive updates
• Drive strong incident governance and ensure accurate incident chronology
• 3. AIOps & Automation Transformation
• Enable adoption of Agentic AIOps (GenWizard), Splunk Observability, xMatters
• Drive auto-ticketing, alert correlation, noise reduction, and self-healing capabilities
• Support AI-led incident prediction, RCA automation, and ticket resolution
• 4. Governance, Reporting & Compliance
• Deliver daily operations reports, executive dashboards, and exception reporting
• Ensure adherence to ITIL processes (Incident, Change, Problem)
• Participate in governance reviews, audits, and service performance reviews
• 5. Stakeholder & Client Engagement
• Act as the single point of accountability for GCC operations
• Interface with client leadership, business stakeholders, and vendors
• Manage escalations and ensure high customer satisfaction
• 7. Continuous Service Improvement
• Drive problem management, RCA quality, and incident reduction initiatives
• Identify opportunities for automation, optimization, and cost efficiency
• Improve operational KPIs and productivity metrics
• 8. Team Leadership & Capability Development
• Lead multi-location teams (India, Malaysia, Philippines, US)
• Build high-performing teams with strong MIM and operational skills
• Coach teams on ITIL processes, crisis handling, and AIOps adoption

• Professional & Technical Skills:
• Required Skills & Competencies
• Strong expertise in Major Incident Management & Command Center operations
• Deep understanding of ITIL (Incident, Change, Problem Management)
• Experience in global delivery models and 24x7 operations
• Strong stakeholder communication and executive presence
• Ability to lead under pressure and drive decisions in critical situations

• Technical Expertise
• Tools: ServiceNow, Splunk, AIOps platforms, monitoring & alerting tools
• Technologies:
• o Infrastructure (Linux, Windows, Cloud, Storage, Network)
• o Middleware, Databases,
• Exposure to automation tools and AI-driven operations

• Additional Information:
• - The candidate should have minimum 7.5 years of experience in Critical Incident Management.
• 10–15+ years in IT Operations / GCC / NOC / Command Center roles
• 5+ years in leadership or operations management role
• ITIL certification (Foundation / Intermediate) preferred
• Bachelor s degree in IT/Engineering or equivalent experience
• - Bangalore (24x7 Global Delivery Model)
• - A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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