Job Description

 Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 505,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at http://www.accenture.com/.
 
This role will actively engage with the Client management team, customer success account managers and leaders to support the Reactive Support Management services and activities and is responsible for guiding and supporting team leads and specialists to ensure healthy case progression and management across both standard and critical severity cases. Improve the customer ’s support experience and assist with proactive risk mitigation and promote operational health improvements.  
 
Key Responsibilities 
 
  • This supervisory role will focus on leading teams to support the Reactive Support
  • Manage the Incident management support group through Team leaders each responsible for a group of Incident managers.  
  • Drive Key performance indicators and Service level agreements. 
  • Manage the team’s performance and take corrective actions when needed.  
  • Build strong relationships and strong communication with internal customer stakeholders. 
  • Become the trusted point of contact for leadership roles within the Reactive Support Management space. 
  • Identify and champion process, tools, and service delivery program improvements.   
  • Responsible for escalation management to coordinate appropriate actions both internally and externally to drive cases to resolution.   
  • Proactively mitigate customer relationship risks.  
  • Provide inputs to the existing client business model to help identify opportunities and savings. 
  • Assist the decision-making processes for various business needs. 
  • Apply core management skills such as organizing and planning. 
  • Support initiatives which requires integration of quality and continuous improvement initiatives with other cross-center initiatives. 
  • Work with Account Leadership/Service Delivery Lead (SDLs)/client relationship managers in identifying and development of optimization opportunities. 
  • Design and develop business models to analyze client data and provide meaningful business insights. 
  • Align all operations/processes with business Key Performance Indicators (KPIs) 
  • Understand the systems, processes, and tools to derive the desired business results for the client. 
  • Prepare and update reports/metrics for the management. 
  • Identify problems and provide resolutions using root cause analysis. 
  • Drive quality and process improvement strategy 

 



Qualifications

Required Experience:
  • 5+ years of experience in roles related to technology support, service delivery, or consulting. 
  • Bachelor's degree in Computer Science, Information Technology, or proven related field experience.  
  • Strong problem-solving skills with the ability to influence and motivate others.   
  • Excellent written and verbal English communication skills, including ability to interact with executive stakeholders. Portuguese or French language is a plus.  
  • Develops and maintains good working relationships with others. Recognizes different values and social styles, and respects others' unique characteristics or strengths.  
  • Action-oriented, strong understanding and ability to articulate customer’s sense of urgency and act accordingly.  
  • Acts confidently under pressure and seeks to bring appropriate solutions to problems raised by the customers.    
  • Applies sound, balanced judgement during high impact and urgent situations.  
 

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

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