Job Description

Overview:



If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!





Overall Purpose:



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.

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Qualifications

Required: •3+ years of experience in supporting enterprise technologies or equivalent •Customer service experience •Bachelor’s degree, or equivalent experience •Strong English and Mandarin written and verbal communication skills •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 •Ability to pass Microsoft, customer and/or government security screening may be required 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. 

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