Software Engineering Senior Analyst

ACCENTURE Join Accenture and helps transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides and unparalleled opportunities to grow and advance. Choose Accenture and ...

 

ACCENTURE
Join Accenture and helps transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides and unparalleled opportunities to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.

Job Responsibilities:

Manage IS & IO operations and ensure that all client SLA targets are met. Depending on the size of team, Team lead might manage a cluster of clients in shared service desk model or would co-own part of dedicated team.

 

Meeting Client SLA’s

• Responsible for shift scheduling ensuring adequate coverage based on call / email (incidents) arrival pattern.
•  Raise resource demand in case of inadequate staffing against the FTE solution provided.
•  Supervise staff responsible for first level technical support, ensuring all incidents are properly documented, tracked and resolution occurs within client Service Level Agreement.
•  Ensures notification and escalation of high priority incidents as per process guidelines.
•  Monitor daily operations ensuring all interactions are responded with in the SLA time period.
•  Monitor qualitative SLA/KPI/Performance parameters like CSAT-Customer Satisfaction Scores, Quality Score-audited by quality team, FCR – First call resolution etc and ensure targets are met.
•  Do required root cause analysis to ensure corrective action are taken to improve performance.
•  Ensures good productivity and utilization of resources. Manage delivery with resources in as per FTE solution/budget.

 Performance Management

•  Set performance goals for the technologists, conform to the client SLA’s.
•  Help staff set their goals in the performance achievement tool.
•  Publish performance statistics and provide feedback to staff. Document Performance feedbacks at regular basis.
•  Arrange refresher trainings to ensure performance improvement for staff.
•  Reward performers adequately by nominating for Reward & Recognition programs.
•  Recommends for Promotion, PIP (Performance Improvement Plan), Terminations as the case may be.

 People Management

•  Motivate staff to deliver at their best.
•  Increase the bonding of staff and address their grievance if any.
•  Manage vacations, training, and sick leave of staff.
•  As career counselor help staff enhance their skills which enable them to realize their career aspirations through internal job posting opportunities provided by Accenture.
•  Provides leadership role and gives direction to staff as required. This includes training, evaluations, staffing, time reporting and other HR issues, as appropriate

 

Transition Management

• Manage new applications transitions, scope of work expansions for existing project.
• Manage transitions if part of new projects: Raise required resource management requests    based on FTE solution.
• Follow up with HR to get them aligned to team.
• Coordinate with Client on Knowledge transition and building of knowledge base
• Coordinate training.
• Ensure system availability and applications connectivity required for project as per client requirement.
• Assign skill groups to staff based on design.
• Identify risks and get those addressed.

Other key roles (Recruitment, Quality Management, Policy communication, etc)

•  Ensure maintenance of quality documents as per guidelines under Accenture delivery methods.
•  Expected to assist with ticket resolution during critical operational situation.
•  Ensures communication of necessary policies, procedures, standards and processes.

Qualifications:

 

Bachelor degree or 3-year diploma

Good to Have: Post graduation in business administration (equivalent of MBA), ITIL Foundation, PMP etc.

Technical requirement : Linux experience

 

Skills Required

• Good people management skills and feedback giving skills.
• Good client relations skills.
• Excellent communication skills, with neutral accent.
• Excellent written communication skills with email etiquettes.
• Good problem solving and analytical skills with good knowledge on MS Excel reporting and MS PPT presentations.
• Good interpersonal skills.
• Self-motivated and capability to motivate teams/ colleagues
• Fundamental Technical know-how on system trouble shooting.
• Good knowledge of incident management and reporting tools.

Additional roles and responsibilities (in absence of Manager)

•  Represents process in various meetings if asked to do so.
•  Face internal and external quality audits.
•  Execute delegated responsibility and report to domain lead.

Support Type / Hours

 

24x7 Support, shifts based on roster. This role may require working Night shifts and weekends, and on national holidays.

 

Experience:

Predominantly experience should be of managing service desk/ IT help desk supporting customers.