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Technology Operations Center Junior Communications Lead/Shift Lead

Job Location: DC, DC - Washington

Regional Description: Southeast

Job Number: 00594095


- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Job Description

The Technology Operations Center Junior Communications Lead/Shift Lead will work directly with one of two Communications Leads and will facilitate command center operations, overseeing a diverse team of up to 18 people.


Key Responsibilities: 

  • Act as 2nd in command on the Operations Center shift responsible for team management, incident response, and service delivery
  • In support of 7x24 operations support, assist with shift turnover and help with open incidents, facilitating efficient handovers between oversees and US teams.
  • Perform shift operations readiness through execution of shift startup checklist, including the IVR switch over and ensuring displays are up and running and incident triage analysts are logged into phone systems.
  • Provide thorough communications updates to Senior Client leadership while tracking chronology of incident triage activities, internal client incident communications, and support post incident analysis.
  • Lead the support of a critical incident response through initiation of critical incident support bridge, engagement of internal and external personnel for technical resolution actions, communication of business impact to internal stakeholders and technologists, and management of collaboration tools used by client delivery leadership.

Basic Qualifications:
  • Minimum of 3 years’ experience as an Operations Service Delivery Shift Lead OR a Service Desk Shift Lead

Preferred Qualifications:

  • Engineering or Computer Science degree
  • Experience with reporting and creating technical communications
  • Motivated, coachable, self-starter, demonstrated leadership skills, poised under stress
  • Position will require a multi-disciplinary application of skills and some analytics
  • Local candidate preferred
  • Two-year commitment 

Candidates who are currently on assignment as part of the Global Careers program are not eligible for consideration.

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 a federal contractor and 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.

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

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