Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Project Management Office (PMO) Mobilization & Run
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Program or Project Management Lead, a typical day involves overseeing the comprehensive delivery of programs or projects to ensure alignment with business objectives. This role requires defining the scope of projects clearly and continuously monitoring the progress of deliverables to maintain quality and timeliness. The position demands active communication with various stakeholders to manage expectations, address challenges, and ensure successful outcomes. The role is dynamic, involving coordination across different teams and adapting to evolving project needs to drive overall success.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
-Prepare and own the daily change summary, covering 50–100 infrastructure changes and approximately 150 associated change tasks scheduled across the shift.
-Serve as the single point of accountability for change execution progress throughout the shift window.
-Coordinate with Lead on Duty (LOD) representatives from each technical tower to track change status, dependencies, and potential risks.
-Monitor change execution timelines and proactively flag deviations before they become incidents.
-Join bridge calls for changes requiring timeline extensions and facilitate structured decision-making on proceed, pause, or rollback.
-Act as the bridge coordinator when a change-related technical issue arises — ensure the right SMEs, Operations Leads, and Tower Leads are engaged without delay.
-Liaise with the Service Management team and the client's Incident Management team to evaluate the need for change extensions or emergency rollbacks.
-Make timely and well-reasoned calls on whether to grant extensions, escalate to leadership, or invoke rollback procedures based on real-time inputs.
-Maintain situational awareness across all concurrent changes to assess blast radius in case of failures.
-Own the end-to-end Service Intake process for new client service onboarding requests.
-Coordinate with relevant technical towers to ensure complete, accurate, and actionable information is captured for each intake request.
-Work collaboratively with tower teams to identify additional infrastructure, tooling, or process requirements associated with new service onboarding.
-Track intake requests to closure and maintain a clear audit trail of actions taken and decisions made.


Professional & Technical Skills:
- Must To Have Skills: Proficiency in Project Management Office (PMO) Mobilization & Run.
-13–15 years of experience in IT Operations, Infrastructure Management, or IT Service Management roles.
-Proven track record in project coordination and change management within large, multi-tower IT environments.
-Strong understanding of ITIL processes — particularly Change Management, Incident Management and Service Request Management.
-Ability to comprehend and converse across technical domains (Compute, Network, Database, Middleware, Cloud) without being a subject matter expert in each.
-Demonstrated ability to manage high-pressure bridge calls and drive decisions in real time.
-Experience coordinating with geographically distributed teams and cross-functional stakeholders.
-Excellent communication skills — both written (change summaries, status reports) and verbal (bridge calls, stakeholder updates).
-Proficiency with ITSM tools such as ServiceNow or equivalent platforms.
-Shift-based availability and flexibility to operate in a 24x7 environment.
- ITIL v4 Foundation or higher certification.
-PMP or equivalent project management certification.
-Prior experience in a Managed Services / outsourced IT operations environment.
-Exposure to cloud operations across AWS, Azure, or GCP.
-Decisiveness under pressure — comfortable making judgment calls with incomplete information.
-Strong ownership mindset — takes end-to-end accountability for outcomes during the shift.
-Collaborative leadership — able to influence and align teams without direct authority.
-Structured thinking — can manage multiple concurrent workstreams without losing visibility on any.
-Client orientation — understands client expectations and represents the operations team professionally.


Additional Information:
- The candidate should have minimum 12 years of experience in Project Management Office (PMO) Mobilization & Run.
-Must be based in or willing to relocate to Gurugram, Bangalore or Hyderabad.
- A 15 years full time education is required.
-13–15 years of total relevant work experience in IT Operations / ITSM.

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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