Senior Operations Analyst: Escalations & Ops Excellence

Accenture; Dublin; On-site; EUR 55,000 - 75,000; Full time

Job summary

Accenture is seeking a Senior Operations Analyst to join our Technical Operations team in Dublin. You will diagnose high-impact issues, own end-to-end escalation pathways, and drive improvements in support operations through data-driven analysis.

The role requires strong analytical ability, sound judgement, and clear communication, with collaboration across Engineering, Product, and Client teams to resolve defects and maintain SLA compliance.

Qualifications

• 2-3 years in technical product support, operations, or escalations in a fast-paced technology environment.
• Demonstrated experience with SQL for data querying, investigation, and insight generation.
• Proven ability to own complex escalations end-to-end — from investigation through to resolution and stakeholder communication.
• Experience managing workflow queues, case prioritisation, and SLA-driven operations.
• Strong written and verbal communication skills required.

Responsibilities

• Investigate complex product and platform issues using SQL, API calls, and data tools to identify root causes and isolate contributing factors.
• Own escalation cases end-to-end, managing communication through EC/D2E processes and coordinating resolution with Engineering and specialist teams.
• Apply structured root cause analysis and document findings with recommendations to prevent recurrence.
• Exercise sound judgement on escalation thresholds — knowing when to hold a case for further investigation and when to escrow immediately.
• Supervise daily product workflow queues: manage case volume, assignment, prioritization, and backlog to maintain SLA compliance.
• Identify bottlenecks and inefficiencies in operational workflows and drive structured improvement initiatives.
• Triage incoming issues accurately, distinguishing urgency from importance and applying consistent, risk-aware routing decisions.
• Partner with Engineering, Product, and Client teams to resolve technical defects, platform bugs, and maintenance requirements.
• Communicate clearly with internal stakeholders throughout the resolution lifecycle — providing timely updates and managing expectations under pressure.
• Build and refine operational workflows and runbooks to improve process maturity and reduce time-to-resolution.
• Maintain consistent adherence to sensitive data handling policies, quality standards, and operational guidelines.
• Use SQL and available analytics tools to analyze issue trends, generate insights, and produce recommendations for operational improvement.
• Conduct quality assessments and contribute to team quality standards through structured review and feedback.
• Design and deliver training aligned to process changes, product launches, and identified quality gaps.
• Mentor peers through actionable, constructive feedback and practical support in live issue handling.

Skills

SQL experience

Escalation ownership

Workflow management

SLA adherence

Communication skills

Tools

API calls

HTML/CSS

JavaScript

Job description

Accenture is seeking a Senior Operations Analyst to join our Technical Operations team in Dublin. You will diagnose high-impact issues, own end-to-end escalation pathways, and drive improvements in support operations through data-driven analysis.

The role requires strong analytical ability, sound judgement, and clear communication, with collaboration across Engineering, Product, and Client teams to resolve defects and maintain SLA compliance.