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Recovery Management Specialist

Job Location: NJ - Florham Park

Regional Description: Northeast

Job Number: 00545295


- Job description

Career Track:  Client Delivery & Operations
Role:  Recovery Management Specialist
Location:  Florham Park, NJ
Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements.   These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR.  We not only maintain key business functions for clients, we constantly seek to improve them to help our clients’ move ahead of the competition.
The Services workforce is made up of four groups: Client Operations, Project Based, Delivery Centers and BPO Businesses.  Most of our people in Services are based long-term at a client location, an Accenture Delivery Center or, in some cases, an Accenture office.
Job Summary
The Accenture Network Service Management team is responsible for providing the primary business interface between the client and the teams that support the Global Network Infrastructure. Role will be supporting the Availability Management Lead in providing recovery and queue management support for services provided by various global teams for the client.
Key Responsibilities
  • Acts as a Recovery Manager assisting in managing priority service issues notified by the various global and local team perspective via incident management and escalation processes.
  • Drive high focus, but lower criticality incidents, in line with the recovery management process.
  • Ensure operational escalations are made to vendors in a timely manner
  • Ensure that appropriate and timely information is communicated.
  • Run problem management procedures to get to root cause of incidents and to reduce the volume of incidents generated.
  • Manage communication during incidents to Availability Incident Coordinators and escalate to the Availability Management Lead as appropriate.
  • Aim to continuously improve the services delivered.
  • Keeping track of open service issues and actions and driving them to timely resolution.
  • Implementation of new, and improvement of current support processes, which serve to manage the various relationships with global teams.
  • Ensure each incident and problem is managed satisfactorily and within set SLAs.
  • Become involved in, and manage where necessary, various local service management initiatives.
  • Build and grow relationships with the client Service Delivery organization, particularly in the Incident Management area.
  • Build strong working relationships within the Accenture operations teams.
Basic Qualifications:

• Minimum of 2 years of experience with in an IT Operations environment, experience preferred within Infrastructure
• Minimum of 5 years of experience with SLA driven environment
• Minimum of 5 years of experience with
program manager working with leaders within IT for the implementation of DR, BC, and IR. Qualification and Requirements

Preferred Skill Requirements:
  • Strong customer focus.
  • Able to adapt to and learn new technologies and processes.
  • Excellent communication skills Responds well to high pressure situations and can cope with a very demanding workload.
  • Strong sense of personal responsibility for quality of work.
  • Flexible approach adapts well to changing business requirements and priorities.
  • Good documentation skills.
  • Good organization skills.
  • Good attention to detail.
  • Ability to make balanced, considered decisions.
  • Effective multitasking to manage simultaneous priorities.
  • Qualifications ITIL V3 Foundation CCNA desired
  • Education to degree level is desirable.
  • Relevant experience and demonstrated performance is the qualification required for this role. 
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
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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