Infra Tech Support Practitioner job opportunity at Accenture Plc.

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Accenture Plc Infra Tech Support Practitioner
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Pattern: full-time
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Information Technology Operations

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degreeBachelor's (B.Sc.)
loacation Gurugram, India
loacation Gurugram....India

Project Role : Infra Tech Support Practitioner Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting. Must have skills : ServiceNow IT Service Management Good to have skills : Servicenow Tools Administration Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Job Title: ServiceNow Architect (ITSM/ITOM Specialist - L3) Summary: As a high-level technical authority and L3 Lead, you will drive the strategic evolution of the ServiceNow ecosystem. This role focuses on transitioning the organization from reactive troubleshooting to proactive, AIOps-driven operations. You will be responsible for the long-term roadmap of the Common Service Data Model (CSDM), architecting complex Service Maps, and leading the implementation of ITOM Event Management to enhance platform intelligence and service availability. Roles & Responsibilities: Platform Governance & Strategy: Act as the Gatekeeper for the production environment, reviewing all Update Sets and Scoped Apps to prevent technical debt and ensure best practices. Architectural Leadership: Design and oversee the implementation of CSDM 4.0 across all modules to ensure seamless data flow between Request, Incident, and Change. AIOps Transformation: Design and implement Event Management strategies, including Alert Correlation Rules and Service Mapping, to enable proactive operations. Release Management: Lead technical evaluations for major ServiceNow upgrades (e.g., Washington DC,Xanadu) and perform comprehensive impact analyses. Integration & Automation: Design complex integrations via Integration Hub and identify opportunities for Predictive Intelligence (ML) and Playbooks to automate service desk tasks. Mentorship & Escalation: Serve as the final technical escalation point (L3) and provide guidance and growth opportunities for L1/L2 engineering teams. Professional & Technical Skills: Must To Have Skills: ServiceNow ITOM Expertise: Deep-dive experience in Event Management (Event Rules, Thresholds), Service Mapping. Platform Engineering: Mastery of CSDM 4.0 alignment and CMDB Governance using Query Builder and Health Dashboards. Advanced Scripting: Expertise in Server-side scripting (Script Inclusions), Processor scripts, and complex Flow Designer actions. Integration Mastery: Advanced use of IntegrationHub, REST/SOAP, JSON, and mid-tier authentication protocols. Experience: 7+ years of dedicated ServiceNow architecture and development experience. Good To Have Skills: Third-Party Monitoring: Integration experience with tools like Dynatrace, Datadog, Splunk, or SolarWinds. Data Analytics: Proficiency in Performance Analytics for building executive-level MTTR and service availability dashboards. AIOps/ML: Familiarity with Predictive Intelligence and AI-driven automation strategies. Cloud Governance: Experience with Tag-based Discovery to maintain cloud-native CMDB accuracy. Additional Information: Role Level: L3 (Subject Matter Expert/Technical Lead). Focus Areas: ITOM (Visibility & Health), ITSM, and Platform Engineering. Goal: Moving the organization toward a proactive, automated, and high-integrity data environment. Minimum 7 years of relevant experience in infrastructure automation. Location: Noida office 15 years full-time education is mandatory.

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