Incident Manager (German Speaking) - Cape Town at Accenture

Job Description

• The Incident Manager (IM) is a trusted account team member who works with our Customer Service and Support engineers and our customers to manage complex reactive support scenarios and provide insights into operational health opportunities for customer accounts.
• The goal of the IM is to be the customer advocate and enable resolution of Reactive Issues through the following key activities:
• Represent the customer’s business impact
• Drive the end-to-end problem resolution
• Proactive problem identification against the customers case portfolio

1. Relationship Management

• ‘Know the customer’ and understand the impact to their business in reactive support scenarios
• Conduct customer conversations across all management levels inc. incident calls and monthly connections
• Prioritize critical issues to ensure customer satisfaction
• Set and manage support expectations with customers
• Orchestrate support teams to resolve customer incidents

2. Proactive management of reactive experience

• Acknowledge and respond to customers' requests promptly
• Coordinate stakeholder involvement, and track actions
• Anticipate risks and escalations based on customer context
• Proactively provide case updates regularly, propose recommendations if necessary, and ask for support if needed

3. Escalation Handling

• Drive high-risk escalations to resolution by establishing clear communication channels, documenting and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders
• Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders

4. Critical Thinking

• Partner with engineers as needed to complete root cause analysis of customer issues and prevent future occurrences
• Establish a customer obsession approach that puts the customer and the customer operational health in the center
• Prioritise workloads against agreed procedures

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
• Provide regular updates to both customers and interna stakeholders to confirm case status and progression

Qualifications

• 3+ years of experience in supporting enterprise technologies or equivalent