Accenture Looking for DevOps IT Customer Service Representative at Bengaluru, Karnataka

Accenture; Bengaluru; On-site; INR 6,00,000 - 10,00,000; Full time

Job summary

A global professional services company is seeking an IT Customer Service Representative in Bengaluru. The role involves providing technical support for customer IT issues and managing incident resolution. Candidates should have 6-8 years of experience and strong communication skills. This position requires participation in troubleshooting calls and managing ticket queues. The company offers a dynamic work environment and operates 24/7.

Qualifications

• 6-8 years of experience in IT customer service roles.
• Experience handling incidents and customer issues.
• Ability to work in a fast-paced environment.

Responsibilities

• Provide technical support for IT problems and issues.
• Join customer and stakeholder calls to troubleshoot.
• Monitor/manage ticket queues.

Skills

Effective communication

Technical support

Incident management

Education

15 years of full-time education

Tools

Service Now

Jira

Power BI

Job description

About Accenture: Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services and Accenture Song-all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at accenture.com

Project Role :IT Customer Service Representative

Project Role Description :Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

Management Level :9

Work Experience :6-8 years

Work location :Bengaluru

Must Have Skills :Good To Have Skills :Job Requirements :
Key Responsibilities : 1 Join customer and internal stakeholder calls for troubleshooting ongoing issues 2 Support Surge or high traffic events such as Black Friday and similar global events 3 Pro-active review/act on alerts through regular meetings with key internal stakeholders 4 Monitor/manage tickets queues eg Service Now, Jira, SPC, etc 5 Own ongoing issues and Root Cause Analysis reports 6 Patch and upgrade activities related to the platform, tools, infrastructure, compliance, security, etc

Technical Experience : 1 Support the rollout activities of products in DevOps scope 2 Contribute to process improvements and initiatives including RCAs, postmortems 3 Contribute to internal initiatives related to process, tools, and product improvements 4 Reporting – Pulling data via scripts/SQL, Jira, SNOW details, Power BI 5 Azure incidents including but not limited to Kubernetes incidents and upgrades, build, image, max threshold, Solr, subscription,user,clean-up log issues 6 Access request- Provide access to SAP

Professional Attributes : 1 Effective communication outstanding written, oral, visual, and listening 2 Adopt new requirements and Technology requirements 3 Provide 24 x 7 shift coverage on rotation

Educational Qualification : 15 Yrs

15 years of full time education