Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support. Must have skills : Critical Incident Management Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Job Description: MIM/Service Management Role Description Act as the ongoing interface between the client and the system or application, with a strong focus on Major Incident Management (MIM) alongside overall service management responsibilities. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. Accurately define client issues and lead incident triage, coordination, and driving resolution, coordinating with internal operations team. Must-Have Skills Major Incident Management (MIM) Infrastructure Service Management Excellent Communication SSI: NON SSI Good-to-Have Skills SSI: NON SSI Job Requirements Summary As a MIM/Service Management expert, you will act as the ongoing interface between the client and the system or application, with primary ownership of Major Incident Management in addition to steady-state service operations. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. Your typical day will involve leading major incident bridges, driving cross-team coordination, ensuring timely stakeholder communication, resolving client issues, and ensuring the smooth functioning of systems. Roles & Responsibilities Lead and own Major Incident Management (MIM)/Escalated incidents, including bridge setup, stakeholder updates, decision facilitation, and closure. Drive incident triage, impact assessment, and recovery coordination across multiple resolver teams. Act as an SME collaborate with and manage the team to perform effectively. Be responsible for team decisions during incidents and steady-state operations. Engage with multiple teams and contribute to key operational and technical decisions. Provide solutions to problems for the immediate team and across multiple teams. Ensure effective communication with clients during major incidents and critical service disruptions. Design and implement resolutions based on deep product knowledge. Collaborate with internal teams to ensure system stability and service continuity. Manage and prioritize incidents to meet SLAs and MIM response timelines. Professional & Technical Skills Must-Have Skills: Proficiency in Infrastructure Service Management Hands-on experience in Major Incident Management (MIM) Strong understanding of IT infrastructure and service management principles Experience in incident, problem, and change management processes Knowledge of ITIL framework and best practices Experience handling high-severity incidents, escalations, and executive communications Additional Information Minimum 2 years of experience in Infrastructure Service Management, including MIM exposure Base Location: Pune Secondary Locations: Bangalore, Noida, Pune 15 years of full-time education 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   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.