Delivery Operations Associate Manager

Delivery Operations Associate Manager

Skill required: Network Operations

Designation: Delivery Operations Associate Manager

Qualifications: Any Graduation

Years of Experience: 10 to 14 years

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

What would you do? Rapidly restore services, minimize customer impact, and eliminate repeat incidents through strong troubleshooting and RCA.

• Perform L2/L3 troubleshooting for service incidents
• Analyse alarms, logs, and performance metrics
• Identify root cause (network, config, hardware, vendor)
• Restore services within SLA
• Create RCAs and preventive recommendations
• Collaborate with OTA to fix design/config gaps
• Support major incident management (MIM)

What are we looking for? Category Requirements Education and Qualifications

Degree in Telecom Engineering, or any graduate with telecom/IT Infrastructure project management and service assurance knowledge.

Work Experience

• CL 8: Preferred 8 to 10 years of overall experience, with 3-4 years in Telecom/ IT Infrastructure program management/Wireline Network Services preferably in Telecom Service Assurance
• CL 9: Preferred 6 to 8 years of overall experience, with 2-3 years in Telecom program / IT Infrastructure management/Wireline Network Services preferably in Telecom Service Assurance
• CL 10: Preferred 4 to 5 years of overall experience, with preference in program management/ IT Infrastructure/Wireline Network Services preferably in Telecom Service Assurance
• CL 11: Preferred 2 to 3 years of overall experience, with preference in Telecom program management/ IT Service Assurance
• CL 12: Preferred 1 to 2 years of overall experience, with preference in Telecom program management/ IT Service Assurance

Technical / Professional Skills

• Strong TCP/IP, routing, switching fundamentals
• Troubleshooting MPLS, DIA, Voice, Wireless services
• NMS tools (Netcool, SolarWinds, Nagios, etc.) – these are platforms to monitor, detect & analyse in real time
• Ticketing tools (ServiceNow / Remedy)

People Management Skills

• Excellent overall and written communication skills

Preferred Skills

• Packet analysis (Wireshark – conceptual or hands-on)
• CLI exposure (routers, firewalls)
• Automation & scripting awareness
• Customer communication experience

Performance Management Skills

• Average Time to Restore
• SLA compliance
• Repeat incident rate
• Quality of RCA

Roles and Responsibilities: T2R- Engineer

• Perform L2/L3 troubleshooting for service incidents
• Analyse alarms, logs, and performance metrics
• Identify root cause (network, config, hardware, vendor)
• Restore services within SLA
• Create RCAs and preventive recommendations
• Collaborate with OTA to fix design/config gaps
• Support major incident management (MIM)

In this role you are required to do analysis and solving of moderately complex problems. Typically creates new solutions, leveraging and, where needed, adapting existing methods and procedures. The person requires understanding of the strategic direction set by senior management as it relates to team goals. Primary upward interaction is with direct supervisor or team leads. Generally interacts with peers and/or management levels at a client and/or within Accenture. The person should require minimal guidance when determining methods and procedures on new assignments. Decisions often impact the team in which they reside and occasionally impact other teams. Individual would manage medium-small sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture. Please note that this role may require you to work in rotational shifts.

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.