Service Desk Management Cloud Services Operations

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 514,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com
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• Project Role :Cloud Services Operations
• Project Role Description :Act as liaison between the client and Accenture operations teams for support and escalations. Communicate service delivery health to all stakeholders and explain any performance issues or risks. Ensure Cloud orchestration and automation capability is operating based on target SLAs with minimal downtime. Hold performance meetings to share performance and consumption data and trends.
• Management Level :10
• Work Experience :4-6 years
• Work location :Kolkata
• Must Have Skills :Service Desk Management
• Good To Have Skills :No Technology Specialization
• Job Requirements :
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  • Key Responsibilities : 1, Take care of the day to day activities which include completing the daily reports and effectively work on Incident Management/Change Management/ Problem Management 2, Join all internal calls and provide the correct status of the incidents/Service Requests/Changes to the Service Management team 3, Be aware of all the ITIL processes based on which the work is done for the client 4, Candidate need to understand escalation matrix 5, The candidate has to constructively communicate with the client
    
  • Technical Experience : 1, Experience in managing ITSM tool, SLA, Service management, cross functional services, Handling client calls 2, Customer Service / Service Desk / IT support experience, Knowledge of computer hardware/peripherals 3, Hands on experience to work on Windows operating system, Microsoft Office, Microsoft Outlook and other standard software 4, Good to have advance level of reporting through Excel /other reporting tools 5, Good to have aesthetic sense of presentation through PPT
    
  • Professional Attributes : 1, Ability and willingness to work in 24/7 environment night shift in rotation will be mandatory 2, Experience to manage European clients 3, Basic knowledge of email and attending phone calls 4, Ability to write, read, understand and speak English 5, Feel enthusiastic about answering questions
    
  • Educational Qualification : 1, Graduate
    
  • Additional Information : 1, Good to have experience of using translation tool such as Systran, Trados etc

15 years of full time education