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Job Summary: We are seeking a proactive and flexible professional to execute and support the ITIL Problem Management process for cloud infrastructure, enhancing service stability. Key Highlights: 1. Impacts the client's operational continuity and service stability. 2. Collaborates with cloud teams and vendors to resolve issues. 3. Develops skills in ITIL and cloud technologies. **Accenture** is a global leader in professional services, offering a broad portfolio across strategy and consulting, technology, operations, and digital capabilities. We partner with our clients to help them evolve and achieve peak performance through innovative, high-impact solutions. Within our **\#Technology** team, we work hand-in-hand with organizations across industries to address the challenges of digital transformation. We drive the adoption of modern technologies to build more efficient, scalable, and disruptive solutions. We seek proactive, flexible individuals with strong teamwork orientation, continuous learning mindset, and strong motivation to create innovative solutions. At **Accenture**, we foster an inclusive and diverse environment. All hiring decisions are made without discrimination based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or any other characteristic protected under local law. **Role Description** * Execute and support the Problem Management process under the ITIL framework, contributing to the identification, analysis, and elimination of root causes of recurring incidents in cloud infrastructure and IT service operations. **Business Impact:** * Helps reduce incident recurrence, improves service stability, and supports client operational continuity, ensuring operations align with governance standards defined by the banking holding company. **Scope:** * An operational role with limited autonomy, working under guidelines established by Semi-Senior or Senior profiles. Interacts with cloud operations teams, vendors, and client areas, primarily on the operations front. **Key Responsibilities:** * Execute the Problem Management process per ITIL, under supervision. * Analyze recurring incidents and collaborate on root cause identification. * Maintain up-to-date problem records, known errors, and corrective actions. * Coordinate with internal technical teams, vendors, and the client for problem analysis. * Ensure compliance with SLAs, OLAs, and client governance guidelines. **Key Activities:** * Review incident and alert trends in cloud environments. * Document problems, root cause analysis (RCA), and known errors. * Track action plans defined for root cause elimination. * Participate in operational and problem review meetings with support teams. * Support the transition of migrated components from the transformation front to the operations front. **Technical Skills (Mandatory):** **Frameworks and Methodologies:** * ITIL v4 (Problem Management, Incident Management, Change Enablement). **Tools:** * ITSM tools (ServiceNow, BMC Remedy, Jira Service Management, or similar). * Basic cloud infrastructure monitoring (Azure Monitor, AWS CloudWatch, or equivalent). **Technical Knowledge:** * Fundamentals of cloud infrastructure (IaaS, PaaS, networking, compute, and storage). * Basic concepts of IT service operations and 24x7 support. * Foundational understanding of SLAs, KPIs, and operational metrics. **Soft Skills (Mandatory):** * Clear and structured communication with technical teams and operational stakeholders. * Ability to analyze and resolve low-to-moderate complexity problems. * Task organization and management with consistent follow-up. * Collaborative work in multicultural and multi\-vendor environments. * Commitment to continuous learning and adoption of ITIL best practices. \#LI\-LATAM
