Enterprise Applications Manager

Accenture is a leading solutions and services company that helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed across the enterprise, bringing together the talent of our approximately 784,000 people, our proprietary assets and platforms, and deep ecosystem relationships. Our strategy is to be the reinvention partner of choice for our clients and to be the most client-focused, AI-enabled, great place to work in the world. Through our Reinvention Services we bring together our capabilities across strategy, consulting, technology, operations, Song and Industry X with our deep industry expertise to create and deliver solutions and services for our clients. Our purpose is to deliver on the promise of technology and human ingenuity, and we measure our success by the 360° value we create for all our stakeholders. Visit us at accenture.com.​

Job Overview

We are seeking an Enterprise Applications Support Manager to lead L1, L2 and L3 technology support staff globally. The EASM will serve as the lead & mentor to several remotely based Application Support technicians. This person will be responsible for defining and implementing application support processes & programs across the OPT technology stack. As the Enterprise Applications Support Manager, you are responsible for leading a team of application support engineers in diagnosing and resolving for technical support issues with our high demand proprietary OPT applications. This role will lead production application support team members to ensure issues are properly prioritized, addressed proactively and in a timely manner. This includes identifying (and partnering with other BTS internal and external technology resources) the proper monitoring and alerting needed for health checks and proactive issue awareness. As the EA Support Manager, you will be part of our growing Business Technology Services department to work with the business unit managers and other BTS departments to manage and support OPT systems. The ideal candidate will have the ability to anticipate & solve critical business issues through the support of our technologies and can operate within a highly fluid and fast-paced environment.

Responsibilities and Duties

• Manage support OKR’s and critical Support Metrics - Time to Resolution (TTR), Backlog Aging etc.

• Own and bring to conclusion customer escalations by working with cross-teams in Support, development Engineers, Product Manager’s, and operations teams.

• Drive daily incident management from detection to resolution.

• Fully own user support experience from user detection of issue to user-confirmed resolution

• Fully own support process and drive continuous improvement in early detection / prevention and rapid resolution

• Manage major operations outages and communications to the users

• Oversight and participation in Change Management as it relates to Customer Support.

• Fully own Root Cause Analysis (RCA) and documentation, from root cause through to preventive actions

• Interface directly with software vendors and consultants for development and support when required

• Provide end user and technical training to business and inter-department personnel

• Create knowledge base documentation and training materials for End User Support (EUS)

• Create technical documentation for internal department consumption

• Assist business users in developing business requirements and business case for new enhancements

• Serve as leader and/or member of project teams

• Support and mentor your direct staff in effort to improve their effectiveness and achieve their personal career goals

• Lead your Support Engineers to, act as an SME of assigned applications, Monitor application health and performance and Provide technical support to resolve issues

• You will lead a team of production support engineers and SRE function to deliver high quality service experiences to our clients.

• You will work closely with our support, implementations, and operations teams to help drive customer satisfaction and manage other production support engineers.

• You will develop a deep understanding of our product and architecture as well as payments processing and banking to find and correct flaws and deliver improvements in our applications.

• Help drive process improvements in development and operations as well as interact with customers and executives to offer root cause analysis and explanations of a technical nature.

• In this role, you will be included in after-hours support rotations for software releases and upgrades as well as incidents and support escalations.

Qualifications

• Knowledge of Salesforce and Azure Functionalities

• Strong Knowledge of ERP and CRM systems, such as SAP, SFDC, etc.

• Knowledge of business-to-business communication and tools, such as EDI ANS, WebServices, XML, SOAP and API calls.

• Excellent written, verbal, and interpersonal communication skills.

• Working knowledge of application process documentation tools such as UML and Visio to document functional, non-functional, and technical requirements when required.

• Knowledge of SQL queries.

• Proficiency in MS Office Apps (Excel, Word, PowerPoint, etc.)

• Excellent analytical and problem-solving skills

• Demonstrated Planning, organizing and multi-tasking abilities

• Understanding of application programming, system design, and database design.

• Experience designing and supporting 24X7 high availability applications

• Knowledge of SDLC and Agile development methodologies

• This position involves supporting a 24X7 high availability environment, which at times requires long, flexible hours.

• 5+ years technical support and service management experience with a minimum of 1-2 years in supervisory role

• Experience managing escalation support teams and second level (or above) technical support of complex software and systems

• Proven capability of having successfully delivered on support metrics and managed support team

• Demonstrated ability to provide exceptional internal and external customer care

• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses

• Ability to lead change by effectively building commitment and winning support for initiatives

• A trustworthy leader with a reputation for fairness, dependability, and adherence to high ethical standards

• Experience operating and supporting critical business applications

• Create process improvements and workflow to facilitate problem resolution with speed and accuracy

• Strong troubleshooting and problem-solving skills to identify and resolve application issues

• Strong communication, coordination, assertiveness, and comfort leading and driving results

• Experience leading a team of engineers with overall responsibility for resolution of assigned issues

• Ability to make quick critical decisions to manage production incidents

• Understanding of the necessity and value of accuracy and attention to detail on all things support process related

• Experience in managing client and stakeholder expectations and resolution commitments both internally and externally.

• Experience in building and leading global applications support team.

• Experience with UAT best practices and participate in app testing as required.

What we offer

• Health and Life Insurance

• Accenture days, 3 additional vacation days

• On site doctor

• Birthday leave

• Internet reimbursement

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

 Visit us at www.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.