Operations Technology Service Coordinator
About The Position
Accenture’s Infrastructure Engineering (IE) North America are dedicated to strategically solving our client’s cloud services, data center, digital workplace and operating model IT transformation challenges. We create predictability for technology intensive environments by applying proven engineering concepts and practices for long-term solutions. Our team consists of visionary infrastructure transformers, with a multidisciplinary team of technologists, financial analysts, project and program managers. We foster critical thinking and innovation that drive career development. Our reward is in a culture of collaborative experts who drive our industry forward. If you are motivated by turning challenging ideas into reality, creating uncharted value for clients and bringing your best self to your work – we want to connect with you.
Requirements
- Diploma or Degree in computer science, Information Technology, Electrical Engineering, or a related field
- Minimum 1 year of experience in a control room, IOC, service desk, or IT/OT support role.
- Strong incident management fundamentals: impact assessment, prioritization, ticket quality, and clear communications.
- Foundational networking and systems knowledge (IP addressing, VLANs, DNS/DHCP, Windows basics).
- Experience using ticketing tools (ServiceNow, Jira or similar) and runbook‑driven operations.
- Strong written and verbal communication skills with disciplined shift handover practices.
- Strict adherence to lock‑out/tag‑out and authorization boundaries.
- Secure console practices; protection of credentials and removable media.
- Participation in drills, continuous improvement, and runbook enhancements.
Nice To Haves
- Experience in mining, heavy industry, utilities, or similarly regulated environments preferred.
- Exposure to mining fleet or dispatch systems and radio communications protocols.
- Awareness of OT security practices (NIST CSF, ISA/IEC‑62443 concepts).
- Basic experience with SIEM or NMS dashboards; packet capture fundamentals (Wireshark) a plus.
- Site safety certifications or ability to obtain; familiarity with permit‑to‑work processes.
Responsibilities
- Continuously monitor OT/ICS dashboards, HMIs, historians, and service health indicators.
- Acknowledge, classify, and prioritize alarms based on safety and production impact.
- Perform L1 triage using established runbooks, including: Initial verification, Log capture and screenshots, Basic remediation (service checks, interface resets, user/session resets), Basic connectivity checks.
- Create and manage incident tickets with accurate categorization, impact/urgency assignment, and time‑stamped updates; ensure SLA compliance.
- Execute approved low‑risk standard changes and routine maintenance tasks under supervision, following permit‑to‑work and Management of Change (MOC) processes.
- Coordinate with on‑site technicians and supervisors via radio or phone for validations, port/switch checks, power cycles, and device restarts within safety boundaries.
- Escalate incidents to L2/L3 resolver teams (process control, networks, servers/endpoints, vendors) when outside L1 scope or SLA thresholds.
- Maintain shift handover logs and the IOC journal; ensure clear communication during shift transitions.
- Keep IOC runbooks and knowledge base articles current with known errors, workarounds, and validated procedures.
- Support incident response drills and post‑incident reviews by providing accurate timelines and supporting evidence.
- Adhere strictly to site safety requirements, isolation/energization rules, and OT cybersecurity procedures (least privilege, removable media controls, approved remote access).
- Diagnose and resolve connectivity problems using scripts or predefined processes.
- Track network performance indicators such as uptime and latency.
- Acknowledge and triage alarms; validate events against historian and HMI data.
- Check device and service status using approved tools; coordinate with field teams to confirm power and network paths.
- Open, route, and track tickets to resolution; attach logs, screenshots, and timestamps.
- Maintain IOC wallboards and production displays; ensure KPIs, SLAs, and outage banners are accurate.
- Execute start‑of‑shift and end‑of‑shift checklists (system health, communications checks, visibility validation).
- Participate in daily stand‑ups and report incident trends, risks, and backlog status.
Benefits
- Information on benefits is here.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
