Job Description

The Incident Manager IM acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. The goal of the IM is to be the Customer Advocate and enable resolution of Reactive Issues with the following key activities

Represent the customer s business impact
Support the end to end problem resolution
Problem identification against the case portfolio

As a trusted account team member, the IM owns the positive outcome for our Customer s Reactive Support Experience journey and develops the right insights for the account team to develop customer operational health conversations.

KEY ROLE RESPONSABILITIES
1.Relationship Management
Know the customer and understand our customer s expectations with their reactive support experience.
Focus on critical issues to ensure customer satisfaction.
Set proper expectations with customers for support.
2.Proactive management of reactive experience
Acknowledge and respond to customers requests promptly.
Anticipate risk and escalations based on customer context.
3.Escalation Handling
Handle high risk escalations and gather analyze information as needed to support the customer.
Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders.
Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration.
4.Critical Thinking
Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.
Establish a customer obsession approach that puts the customer and the customer operational health in the center.
5.Incident Administration
Monitor reactive cases owned by internal support organizations.

Show more


Qualifications

Required
3 years of experience in supporting enterprise technologies or equivalent.
Customer Service experience
Bachelor s degree, or equivalent experience
Strong English written and verbal communication skills B2 C1 .
Positive, energetic, enthusiastic attitude
Strong attention to detail
Excellent at multi tasking task prioritization
Skilled use of the Microsoft Office Suite, e.g., Word, Outlook, PowerPoint, etc.
Ability to apply judgement in high pressure situations with minimal external guidance.
Strong ability to comprehend written communications.

Preferred
Understanding of reactive case lifecycle and troubleshooting methodology
Track record in successfully coordinating activities that involve cross team of internal external contacts.
ITIL Foundation certified or equivalent

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.


LEARN MORE

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

LEARN MORE

View All

Learn more about Accenture

Our more than 500,000 people in more than 120 countries, combine unmatched experience and specialized skills across more than 40 industries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today‚Äďall from the people who work here.

Stay Connected

Job Alert Emails

Personalize your subscription to receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All