Incident Manager with German in Bucuresti

Job Description 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 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 ROLE RESPONSIBILITIES1. 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 context3. 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. Read more of the job description Read Less Qualifications QualificationsRequired:3+ years of experience in supporting enterprise technologies or equivalentCustomer service experienceBachelor’s degree, or equivalent experienceStrong English written and verbal communication skills and German upper-intermediate (preferably B2-C1)Positive, energetic, enthusiastic attitudeStrong attention to detailExcellent at multi-tasking & task prioritizationSkilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc.Ability to apply judgement in high pressure situations with minimal external guidanceStrong ability to comprehend written communicationsPreferred:Understanding of reactive case lifecycle and troubleshooting methodologyTrack record in successfully coordinating activities that involve cross-team of internal/external contactsITIL Foundation™ certified (or equivalent) Equal Employment Opportunity Statement 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. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Accenture is committed to providing veteran employment opportunities to our service men and women. APPLY NOW Register for Job Alerts