Role: Critical Incident Management
Job Summary:
The Critical Incident management (CIM) is responsible for managing and coordinating high-severity incidents across cloud platforms, enterprise systems, and client environments. This role ensures minimal business impact by leading incident response, monitoring cloud and security operations, and supporting client onboarding initiatives. The CIM acts as a single point of accountability for resolving critical issues while collaborating with cross-functional teams.
Note: The role requires willingness to work in 24×7 shifts with 2 weekly offs. Candidates may also be required to perform on-call shifts on weekends, for which additional allowance will be provided as applicable.
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Key Responsibilities:
1. Critical Incident Management
Own the end-to-end lifecycle of critical incidents including identification, escalation, coordination, and resolution.
Conduct initial triage and impact assessment for all incoming incidents and prioritize accordingly.
Lead post-incident reviews to capture root causes, lessons learned, and continuous improvement actions.
Ensure accurate timelines and event logs are captured during major incidents to support real-time coordination
Maintain incident documentation, reporting, and communication to internal stakeholders and clients.
Ensure proper handover between shifts, documenting open incidents and key activities.
2. Cloud Outage Monitoring
Proactively monitor cloud infrastructure (AWS, Azure, GCP, etc.) for outages or performance degradations.
3. Security Vulnerability Management
Coordinate responses to security vulnerabilities, threats, and breaches.
4. Client Onboarding Support
Facilitate onboarding of new clients as per process.
6. Continuous Improvement
Analyze incident trends and implement process improvements to reduce recurrence and downtime.
7. Mail Monitoring and Responding
Monitor operational and client-related emails for critical issues and respond promptly as per priority and escalation guidelines.
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Qualifications:
Education & Experience
Bachelor’s degree in computer science, Information Technology, Cybersecurity, or related field.
3+ years of experience in IT operations, critical incident management, problem management, or cloud operations.
Proven experience handling critical incidents.
Willingness to work in 24×7 shifts with 2 weekly offs and perform on-call weekend shifts as required.
Technical Skills
Strong knowledge of cloud platforms: AWS, Azure, GCP.
Understanding of cybersecurity frameworks, vulnerability management, and remediation practices.
Familiarity with ITIL/ITSM processes and incident management frameworks.
Soft Skills
Excellent communication and leadership skills for coordinating cross-functional teams.
Ability to work under pressure during critical outages or security incidents.
Strong problem-solving and analytical skills with attention to detail.
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Preferred Certifications
ITIL v4 Foundation or higher
AWS/Azure/GCP Cloud Certification
2+ years of experience in IT operations, critical incident management or cloud operations.
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.
