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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