SW/App/Cloud Tech Support Manager

Accenture•Chicago, IL

30d•$133,182

About The Position

SW/App/Cloud Tech Support Manager (Accenture LLP; Chicago, IL): Accenture LLP has multiple openings for the position of SW/App/Cloud Tech Support Manager in Chicago, IL, and the job duties are as follows: Act as the ongoing interface between the client and the system or application to accurately define the issue, and to interpret and design a resolution. Drive incident, issue and outage management, investigation, and restoration. Monitor systems and trends to prevent occurrence of incidents, problems, errors, and improve overall performance. Schedule, track, and facilitate acceptance of changes to the production environments by using applicable processes. Operate IT production services according to Service Level Agreements (SLAs). Provide operational support, ensuring production systems and devices are online and available. Identify and assess complex problems and create solutions that require in-depth evaluation of variable factors to be implemented by the team. Act independently to determine methods and procedures on new assignments. Make decisions that impact the team through regular consultation with senior management. Adhere to strategic direction set by senior management.

Requirements

Must have a bachelor's degree in Computer Science, Technology, Computer Information Systems, Computer Applications, Engineering, or a related field, plus 5 years of progressive post-baccalaureate experience in the IT consulting industry.
Must have 5 years of experience in each of the following: Leading automation projects in management;
Engaging with third-party vendors, service providers, and internal stakeholders to drive service delivery excellence; and
Leading cross-functional teams to collaborate with application, platform, and cloud teams.
Must have 3 years of experience in each of the following: Managing end-to-end cloud infrastructure services on GCP, including overseeing, monitoring, and troubleshooting;
Utilizing Information Technology Service Management (ITSM) tools, including ServiceNow to manage incidents, changes, and problem resolution;
Leveraging monitoring tools, including Splunk to track infrastructure performance, detect anomalies, and ensure high availability of systems; and
Ensuring security compliance and managing risk assessments in cloud and on-premise environments using Access Management and Trend Micro.
Must have willingness and ability to travel domestically approximately 80% of the time to meet client needs.

Responsibilities

Act as the ongoing interface between the client and the system or application to accurately define the issue, and to interpret and design a resolution.
Drive incident, issue and outage management, investigation, and restoration.
Monitor systems and trends to prevent occurrence of incidents, problems, errors, and improve overall performance.
Schedule, track, and facilitate acceptance of changes to the production environments by using applicable processes.
Operate IT production services according to Service Level Agreements (SLAs).
Provide operational support, ensuring production systems and devices are online and available.
Identify and assess complex problems and create solutions that require in-depth evaluation of variable factors to be implemented by the team.
Act independently to determine methods and procedures on new assignments.
Make decisions that impact the team through regular consultation with senior management.
Adhere to strategic direction set by senior management.