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Application Tech Support Practitioner

Application Tech Support Practitioner

Accenture

10 - 15 years

1 - 5 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

it infrastructure service request servicenow operations service management service delivery stakeholder management compliance sla coaching change management communication skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

About The Role

Project Role :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.
Must have skills :Infrastructure Service Management

Good to have skills :NA
Minimum 12 year(s) of experience is required

Educational Qualification :15 years full time education
Role Overview:We are seeking a seasoned Infrastructure Service Management Lead to oversee a team of 30 service management professionals. This role is pivotal in ensuring seamless delivery and continuous improvement of IT infrastructure services across Incident, Change, Problem, and Service Request Management. The ideal candidate will bring strategic thought leadership, foster a culture of excellence, and maintain strong client relationships at senior level.Key Responsibilities:

Service Operations Leadership:oLead and manage end-to-end operations for Incident, Change, Problem, and Service Request Management.oEnsure timely resolution of incidents and effective problem management to minimize business impact.oOversee change management processes to ensure minimal disruption and maximum efficiency.

Continual Service Improvement (CSI):oDrive CSI initiatives across service management functions.oAnalyze performance data to identify trends and improvement opportunities.oImplement best practices and innovative solutions to enhance service delivery.

Client Engagement:oAct as the primary point of contact for senior client stakeholders in Infrastructure and Service Management.oConduct regular service reviews and governance meetings.oEnsure alignment of service delivery with client expectations and contractual obligations.

Contract & SLA Management:oManage infrastructure service contracts, ensuring compliance and value realization.oMonitor and report on KPIs and SLAs, driving accountability and performance improvements.

Team Leadership & Development:oProvide coaching, mentorship, and career development support to a team of 30 service management professionals.oFoster a high-performance culture focused on collaboration, innovation, and continuous learning.

Operational Excellence:oEnsure adherence to ITIL best practices and standards.oMaintain documentation and audit readiness for all service management processes.oSupport shift operations and ensure coverage across time zones.
Qualifications:

Bachelor's degree in IT, Computer Science, or related field (Master's preferred).

ITIL Master Certification (preferred).

Minimum 10+ years of experience in IT Infrastructure Service Management.

Proven experience managing large teams and complex service environments.

Strong stakeholder management and communication skills.

Demonstrated ability to lead CSI initiatives and drive measurable improvements.

Experience in managing infrastructure contracts and vendor relationships.Preferred
Skills:

Strategic thinking and thought leadership in service management.

Proficiency in service management tools (e.g., ServiceNow, Remedy).

Ability to work in a dynamic, fast-paced, and global environment.

Strong analytical and decision-making skills.
Qualification 15 years full time education

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Application Tech Support Practitioner