Advanced Service Desk Resolution Management
Accenture · Mandaluyong
Full-timeonsitemidOperationsIncident ManagementIT OperationsService DeskITILOperations
รายละเอียดงาน / Description
Based in the Philippines, this role oversees the complete major incident management lifecycle for a major retail client. The specialist leads technical bridge coordination and cross-functional troubleshooting teams to quickly recover vital services. Additionally, the position is responsible for delivering timely communications to business leaders, orchestrating emergency change workflows, and ensuring meticulous incident documentation.
หน้าที่ความรับผิดชอบ / Responsibilities
- Oversee the major incident lifecycle from identification to handover to problem management
- Assess alerts from monitoring tools and service desk channels to declare major incidents
- Convene and direct technical conference bridges within required service timeframes
- Coordinate emergency change request evaluations and approvals for rapid fixes
- Distribute regular status notifications and tailored updates to executive stakeholders
- Drive de-escalation efforts and finalize incident reports with detailed documentation
คุณสมบัติ / Qualifications
- Demonstrated experience managing major incidents and critical IT service outages
- Ability to coordinate cross-functional technical teams during high-priority escalations
- Strong stakeholder communication skills for business and executive audiences
- Familiarity with ITIL processes including emergency change and problem management
- Flexibility to support potential incident intake in a 24x7 operational setting
ทักษะที่ต้องการ / Required skills
- Major Incident Management
- Incident Management
- ITIL
- Stakeholder Communication
- Technical Bridge Management
- Change Management
ทักษะเพิ่มเติม / Nice to have
- Problem Management
- Service Desk Management