SW​/App​/Cloud Tech Support Manager

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.

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 Service Now 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.

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the offered wage for this role is $ per year and information on benefits offered is here.

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