Advanced Service Desk Resolution Management
Confirmed on the employer's own hiring board on Nov 5, 2026. First seen by Alion on Nov 4, 2026. Accenture scores A on the Alion truth index.
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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