大连市,

Incident Manager 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:Ø Represent the customer’s business impactØ Support the end to end problem resolutionØ Problem identification against the case portfolioAs 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.KEY ACCOUNTABILITIES1. Relationship Management§ Know the customer and understand our customer’s expectations with their reactive support experience§ Focus on critical issues to ensure customer satisfaction§ Set proper expectations with customers for support2. Proactive management of reactive experience§ Acknowledge and respond to customers' requests promptly§ Anticipate risk and escalations based on customer context§ Highlight hot issues to customer, provide updates regularly, propose recommendations if necessary, and ask for support if needed3. Escalation Handling§ Handle high-risk escalations and gather/analyze information as needed to support the customer§ Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders§ Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration4. Critical Thinking§ Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention§ Establish a customer obsession approach that puts the customer and the customer operational health in the center5. Incident Administration§ Monitor reactive cases owned by internal support organizations§ Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health.

QUALIFICATIONSAbility to meet Client, customer and/or government security screening requirements are required for this role.Skills• Demonstrated aptitude to learn new technologies• Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths.• Initiates collaboration with others; invites others to meetings and presentations to share information. Seeks support for collaborative activities from upper management.• Acts confidently in uncertain circumstances; works effectively in ambiguous situations. Demonstrates patience and persistence• Consciously develops influence strategies• Anticipates the reactions of others• Adapts a presentation or discussion to appeal to the interest of others• Takes well thought-out action to achieve a specific impact• Demonstrates an understanding of the impact that his or her behavior and communications has on relationships with customers/peers• Self-motivated, proactive, and customer-centric attitude• Quick learner and willing to adapt to a dynamic working environmentRequired:• 3+ years of experience in supporting enterprise technologies or equivalent• Customer Service experience• Bachelor’s degree, or equivalent experience• Strong English written and verbal communication skillso Other languages may be required depending on location• 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 methodologyPreferred:• 3+ years of experience in supporting Microsoft enterprise technologies• Familiarity with Microsoft products/services• Skilled use of Microsoft Power BI reporting• Track record in successfully coordinating activities that involve cross-team of internal/external contacts• ITIL certified

大连市,

Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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