Incident Manager with German

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation-led company with 738,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
In Romania, Accenture operates since 2006 and now has more than 4500 people in Bucharest, Timisoara, Iasi, Brasov, Cluj-Napoca and Targu Mures who offer solutions in Strategy & Consulting, Technology, Industry X & Intelligent Operations to our clients from Banking & Insurance, Telecommunications, Automotive, Retails, Energy, FMCG & more.

Become our next Incident Manager with German and by joining our team, you will benefit of a one time 1600 USD gross amount bonus.

If you thrive on creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating with others to drive change and improvements, we have a career opportunity for you!

Here, you’ll match your ingenuity with the latest technology to make incredible things.

In Accenture Operations we rethink the way people work and businesses perform by harnessing the power of rich data for decision-making, innovative technology, and advanced machine intelligence.

In an era where people are critical to success, join a team that prioritizes human ingenuity and fosters a workforce where technology elevates people (not the other way around), freeing them up for more creative thinking and exciting work.

Qualifications:

Required:

▪ 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 skills and German upper-intermediate (preferably B2-C1)
▪ 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

Preferred:
▪ Understanding of reactive case lifecycle and troubleshooting methodology
▪ Track record in successfully coordinating activities that involve cross-team of internal/external contacts
▪ ITIL Foundation™ certified (or equivalent)

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:
➢ Represent the customer’s business impact
➢ Support the end to end problem resolution
➢ Problem identification against the case portfolio
As 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.
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KEY ROLE RESPONSIBILITIES
1. 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 support

2. Proactive management of reactive experience
▪ Acknowledge and respond to customers' requests promptly
▪ Anticipate risk and escalations based on customer context

3. 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 collaboration

4. 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 center

5. 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.