工作描述

RESPONSIBILITIES

An Incident Manager is responsible for the delivery of end to end reactive support, including healthy reactive case progression. Resources aligned directly to customer accounts / Technical Account Managers (TAMs) and own escalation handling, reporting, trending, and customer communications. Some customization may be required to help tailor the experience for each customer. In this role, your responsibilities will include: 

 

Ongoing oversight of reactive cases

  • Regular case reviews of reactive cases owned by internal support organizations to assess health and status
  • Partnership with account TAM on high-risk escalations and to gather/analyze information as needed to support the customer
  • Situational awareness & tracking
  • Proactive risk mitigation
  • Administrative casework

 

Driving cases to a healthy state

  • Communication with internal our Client’s resources for case updates and action requests
  • Direct communication with customers to promote case progress where necessary
  • Assisting to set the proper expectations with customers for support
  • Facilitation of meetings between customers and internal support organizations to expedite actions plans and progress

 

Reporting

  • Customer facing reports
  • Produce regular reports on case health metrics and status to be delivered to customers
  • Participate in and prepare content for regular customer meetings

 

Case Trending (People, Process, and Technology)

  • Identify the root cause of reactive support incidents and categorize in line with ITIL methodology


Outsourcing professionals work on projects across a range of business processes, business applications and information technology.  They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world. 

Business Process Delivery professionals execute repeatable core business processes and/or technical transactions with a focus on efficiency, first-time quality and overall continuous process improvement.

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Qualifications

Required:

  • 3+ years of experience in supporting enterprise technologies
  • Customer Service experience
  • Bachelor’s degree, or equivalent experience
  • Strong English 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
  • Understanding of reactive case lifecycle and troubleshooting methodology

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