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.
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
平等就业机会声明
埃森哲是实施平等就业机会及公平任用行动的雇主,为女性/少数民族/退伍军人/残障人士提供平等就业机会。
平等就业机会
聘用决定不应受如下因素影响:年龄、种族、信仰、肤色、宗教、性别、国籍、血统、残疾情况、退伍军人身份、性取向、性别认同或表达、基因信息、婚姻状况、公民身份。
在招聘流程中,求职者没有义务披露被封存或删除的定罪或逮捕记录。
目前受雇于埃森哲客户或埃森哲附属公司的候选人可能不在考虑范围内。
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