Advanced Service Desk Resolution Management

Location: Mandaluyong

Own the end-to-end Major Incident lifecycle for Best Buy — from detection and declaration through restoration, resolution, and handover to Problem Management. The MIM owns communications and technical bridge management, driving cross-functional resolver groups to restore critical services as fast as possible and keeping business and executive stakeholders informed throughout.

Receive potential major incident notifications from the Service Desk and monitoring sources 24x7

Recommend and drive the major incident declaration or non-declaration decision, with Service Manager approval

Initiate and facilitate the technical conference bridge within the required 10-minute timeframe

Facilitate the Emergency Change Request process where a fix requires expedited change approval

Issue Conference Bridge Initiation (CBI) notifications and regular stakeholder updates at agreed intervals

Initiate executive pages and business communications, tailoring message content to the audience

Drive de-escalation, resolve and close the major incident record with complete, accurate documentation. #LI-PH

Own the end-to-end Major Incident lifecycle for Best Buy — from detection and declaration through restoration, resolution, and handover to Problem Management. The MIM owns communications and technical bridge management, driving cross-functional resolver groups to restore critical services as fast as possible and keeping business and executive stakeholders informed throughout.

Receive potential major incident notifications from the Service Desk and monitoring sources 24x7

Recommend and drive the major incident declaration or non-declaration decision, with Service Manager approval

Initiate and facilitate the technical conference bridge within the required 10-minute timeframe

Facilitate the Emergency Change Request process where a fix requires expedited change approval

Issue Conference Bridge Initiation (CBI) notifications and regular stakeholder updates at agreed intervals

Initiate executive pages and business communications, tailoring message content to the audience

Drive de-escalation, resolve and close the major incident record with complete, accurate documentation. #LI-PH

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 atwww.accenture.com

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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.