Production Support Engineer Incident Management 6574640

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

Job Description:

The Production Services Specialist II provides advanced leadership across enterprise incident response serving in Incident Commander and Major Incident Communications capacities for significant business impacting events. The role orchestrates coordinated response efforts across technology domains, validates incident severity and business impact, drives time sensitive decisions and maintains clear communication with technical teams, business partners, operational leaders, and executive stakeholders. This specialist is accountable for establishing structure during critical events, maintaining situational awareness aligning resources to the highest priority, recovery actions and ensuring escalation paths are engaged appropriately. The position requires strong judgment under pressure, executive level communication skills, broad understanding of production technology operations and the ability to translate complex technical conditions into concise business relevant updates.

Key Responsibilities:

• Lead end to end response activities for significant business impacting incidents using disciplined major incident command practices including clear role assignment, bridge control time, boxed recovery checkpoints decision logging and structured restoration governance
• Establish incident command structures and coordinate cross functional response teams
• Direct prioritization escalation resource allocation containment workaround and restoration activities during active major incidents while ensuring technical teams remain aligned to the highest probability recovery path
• Maintain situational awareness across business impact, operational impact, risk dependencies and recovery progress
• Facilitate executive stakeholder and major incident communications throughout the incident lifecycle ensuring updates are timely, business relevant risk aware and consistent with established communication cadence and escalation protocols
• Validate incident severity business impact, assessments, escalation decisions and major incident engagement criteria
• Drive rapid stabilization while minimizing customer associate and business disruption
• Ensure compliance with incident management standards, governance requirements, operational procedures, audit expectations, severity models, escalation criteria and post incident documentation requirements
• Partner with technical teams to identify recovery strategies, validate service restoration, preserve incident timelines support, root cause analysis activities and translate post incident findings into actionable improvement opportunities
• Apply SRE aligned concepts such as reliability engineering alert, hygiene toil reduction, post incident reviews, automation opportunities, service level awareness and continuous improvement to strengthen operational

This role requires three days/week onsite at client's Chandler, AZ location

This role requires five days away per quarter