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Infra Tech Support Senior Analyst
Kuala Lumpur
Job No. r00101766
Full-time
Job Description
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
• Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents.
• Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA.
• Engaging all technology supports for the recovery efforts and managing all stake holders’ communications effectively.
• Manage collaborative efforts with the different stream of technology support teams keeping business’s reported outage recovery efforts as objective and meet the business’s service level agreements
• Demonstrate effective leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs
• Accountable for quicker recovery efforts by identifying possible work around or permanent fix – whichever is quicker for restoration of the reported outage.
• Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions.
• Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts.
• Ability to build productive working relationships with others.
• Ability to work under pressure both within a team environment and as an individual.
• Experience in ITIL Service Management discipline in a support environment desired
• Ability to identify, clarify, and resolve issues and risks, escalating as needed.
• Strong oral and written communication and facilitation skills.
• Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements.
• Ensure adherence of existing and new processes and process changes for completeness
Qualifications
Technical Experience
• A good level of knowledge in ITIL service management framework.
• Understanding and knowledge of all processes and frameworks.
• Understanding of external and internal stakeholders and corresponding escalation matrix.
• Ability to work under pressure, with minimal direction.
• Ability to work effectively in a team and manage a team.
• Ability to drive and manage activities within the team and drive and manage activities across other vendors.
• Excellent oral and written English communication skills.
• Balancing and prioritizing own activities and those of their team to make sure critical items are addressed.
• Properly documenting and follow through on progress, issues and agreements with others.
• Maintaining positive and effective working relationships with peers and clients/customers.
• Working with others in a positive, co-operative and helpful manner.
• Identifying and addressing potential issues before they are recognized by others.
• Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure.
• Ability to work flexible business hours including shift work and standby support.
• Ability to motivate and lead diverse teams with a strong customer focus.
• Strong Interpersonal skills with strong influencing and persuading skills.
• Ability to work collaboratively across geographies.
• Strong organizational, presentation and customer service skills.
• Strong analytical skills and problem-solving ability.
• Decisiveness and meticulous with attention to detail.
Professional Attributes
• Able to communicate (speak and write) in Nihongo (Japanese Language) to connect with customers at varying levels of the organization
• Ability to operate independently and make decisions with little direct supervision
• Should be open to shift work to cover Japan business hours with standby support post business hours and weekend.
• Critical Incident Management experience.
• Team management experience.
• In-depth knowledge of Incident Management procedures.
• Experience of delivery across teams and from 3rd party suppliers and vendors.
• Experience of motivating and driving diverse support teams to incident resolution.
• Experience of working within a Service Management framework.
• Extensive Client Management skills.
• Ability to priorities conflicting demands effectively.
• Strong analytical skills and problem-solving ability.
• Experience in Technology Solution Delivery.
Educational Qualification:
• Bachelor’s degree (Background in IT or Engineering fields recommended)
• ITIL V3 / 4 Foundation certified
• JLPT - N2 (Required)
• BJT – J2 (Good to have)
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
