Role : Cloud Services Operations
Role Description : Act as liaison between the client and Accenture operations teams for support and escalations. Communicate service delivery health to all stakeholders and explain any performance issues or risks. Ensure Cloud orchestration and automation capability is operating based on target SLAs with minimal downtime. Hold performance meetings to share performance and consumption data and trends.
Must Have Skills : Infrastructure Service Management
Good To Have Skills : Cloud Infrastructure
Key Responsibilities : Monitor major incidents P1/P2 and ensure resolution within SLAsMonitor all other incidents and changes are handled as per the SLAsPrepare MIR/RCAs and ensure they are delivered at the agreed timeframeEnsure coverage during support windowHandle Major incident bridge and incident communications
Technical Experience : iMonitor, manage and prioritize all service aligned queues ensuring service levels are maintainediiEnsure CAB/Change process is compiled to with delivering business and IO requestsiiiFirst escalation point and manager of severity 1 incidents including internal and client communicationsivCreate Major Incident Reports MIR/RCA and monitor progress of MIR/RCA actions
Professional Attributes : Take part in 24x7 Shift Rotations including Morning ,Evening and Night ShiftsWork out of hours evenings, nights, weekends, bank holidays at reasonable request to perform production changesBe flexible in the work and platforms worked on
Educational Qualification : Graduate