Senior Operations Analyst: Escalations & Process Optimization

Accenture; Dublin; Hybrid; EUR 65,000 - 95,000; Full time

Job summary

Accenture is seeking a Senior Operations Analyst to join the Technical Operations team in Dublin. You will diagnose and resolve high-impact product issues, own escalation pathways end-to-end, and partner with Engineering, Product, and Client teams to improve support operations.

This role requires 2-3 years in technical product support, solid SQL skills, and strong communication. You will manage daily workflows, ensure SLA adherence, and contribute to training and knowledge transfer while

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 and stakeholder communication.
• Experience managing workflow queues, case prioritisation, and SLA-driven operations.
• Strong written and verbal communication skills.
• Consistent record of adhering to data handling policies and quality standards.

Responsibilities

• Investigate complex product and platform issues using SQL, API calls, and data tools to identify root causes.
• Own escalation cases end-to-end, 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 and when to escalate immediately.
• Maintain SLA compliance by supervising daily product workflow queues and prioritising cases.

Skills

SQL

Communication

Escalation ownership

Workflow management

Data analysis

Tools

APIs

HTML/CSS/JS

Job description

Accenture is seeking a Senior Operations Analyst to join the Technical Operations team in Dublin. You will diagnose and resolve high-impact product issues, own escalation pathways end-to-end, and partner with Engineering, Product, and Client teams to improve support operations.

This role requires 2-3 years in technical product support, solid SQL skills, and strong communication. You will manage daily workflows, ensure SLA adherence, and contribute to training and knowledge transfer while