Application Support Engineer

Command Center Manager – Service Assurance (TRACC & Major Incident Management)

We are seeking an experienced and hands-on Command Center Manager to oversee 24×7 monitoring and major-incident management (MIM) operations. The role includes leading TRACC (Technology Restoration & Availability Control Center), ensuring real-time visibility into enterprise IT infrastructure, driving rapid incident response and resolution, enforcing SLA compliance, and continuously improving monitoring and incident-management processes. This is a global, multi-vendor environment where operational resilience and proactive issue prevention are critical.

Key Responsibilities:

• TRACC Operations & 24×7 Monitoring
• Major Incident Management (MIM) Leadership
• Governance, Reporting & Compliance
• Automation & Continuous Improvement

Professional & Technical Skills:

• Demonstrated leadership of command center or TRACC/NOC operations in a 24×7, enterprise-scale IT environment.
• Strong hands-on experience with ITSM platforms (e.g., ServiceNow – Incident, Event, Problem modules), alerting/notification tools (e.g., xMatters), and monitoring/observability tools (e.g., Zabbix, NewRelic, or equivalents).
• Comprehensive understanding of infrastructure, applications, networks, and cloud environments; ability to work across multi-vendor, multi-stack setups.
• Strong analytical, communication, and facilitation skills — able to coordinate cross-functional teams under high-pressure, high-severity incidents.
• Proven ability to enforce SLA compliance, maintain operational discipline, and drive continuous improvement.
• Certifications: ITIL v4 Foundation (mandatory); Certification in monitoring tools or ServiceNow implementation may be preferred.

Additional Information:

• The role involves working in global operations — excellent communication and collaboration skills with international teams are essential.
• Opportunity to lead automation initiatives, AI-driven monitoring enhancements, and cross-functional continuous improvement programs.
• Focus on reducing incident volumes, improving availability (target 99.9), and positioning the Command Center as a strategic enabler for business continuity and resilience.
• A 15 Year full time education is required.

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.