Incident Management Officer with German Bucharest

Incident Management Officer with German
Bucureşti
Bucharest, Bucharest, Romania

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.

 

The Incident Management Officer 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 Incident Management Officer 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.

By being part of this team, you will work from Monday to Friday, 09:00-18:00 from our office location from Bucharest or Brasov.

How you’ll make an impact:

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.

Proactive management of reactive experience

Acknowledge and respond to customers' requests promptly;

Anticipate risk and escalations based on customer context.

Escalation Handling

Handle
- 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.

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.

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;

Understanding of reactive case lifecycle and troubleshooting methodology.

Skills that make your work successful:

German and English
- intermediate (preferably B2-C1);

Bachelor’s degree, or equivalent experience;

Positive, energetic, enthusiastic attitude;

Strong attention to detail;

Skilled use of the Microsoft Office Suite, e. g. Word, Outlook, Power
Point, etc. ;

Ability to apply judgement in high pressure situations with minimal external guidance;

Strong ability to comprehend written communications;

Strong communicator and a great team player.

Employee Benefits – Be well, work well, live well

Be at your physical best & take advantage of additional financial support

Flexible medical & dental subscription plan with Regina Maria;

Nutrition counselling & Wellness subscriptions (7Card, Worldclass, Sano
Pass, or other providers);

Benefit Online platform for gift vouchers, transportation passes, vacation, cultural activities and many others;

Discount on Accenture shares through Employee Shares Purchase Plan; 

Referral bonus, depending on the career level of the job opening; 

Life insurance for you and your loved ones.

Follow your purpose

23 vacation days with our loyalty scheme, granting additional days: 1 extra day after 2 years, another after 5 years, and an additional day every 3 years until reaching a total of 30 vacation days;

Additional private pension plan, starting the second month of employment; 

Flexible working hours depending on project specifics;

Access to a wide range of training and development opportunities;

Communities of interest: sport, volunteering, and employees' resources groups (parents, mental health allies, Pride, disability, expats).

Care for you and your loved ones

Psychological and psychotherapy counselling support;

Premium access to
- being apps (Calm and Wysa);

Paid maternity or paternity leave;

Children educational reimbursement;

Support for adoption & psychological, financial and legal sessions for everyone in your household.

At the heart of change, there is a great human. Bring your ideas, ingenuity and passion and be part of our team!

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775, 000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see
- being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Join Accenture to work at the heart of change.

Visit us atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.  Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.