SW/App/Cloud Tech Support Manager at Accenture

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Consulting, TechnologyIndustries

Requirements

Bachelor’s degree in Computer Science, Technology, Computer Information Systems, Computer Applications, Engineering, or a related field
5 years of progressive post-baccalaureate experience in the IT consulting industry
5 years of experience leading automation projects in management
5 years of experience engaging with third-party vendors, service providers, and internal stakeholders to drive service delivery excellence
5 years of experience leading cross-functional teams to collaborate with application, platform, and cloud teams
3 years of experience managing end-to-end cloud infrastructure services on GCP, including overseeing, monitoring, and troubleshooting
3 years of experience utilizing Information Technology Service Management (ITSM) tools, including ServiceNow, to manage incidents, changes, and problem resolution
3 years of experience leveraging monitoring tools, including Splunk, to track infrastructure performance, detect anomalies, and ensure high availability of systems
3 years of experience ensuring security compliance and managing risk assessments in cloud and on-premise environments using Access Management and Trend Micro
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

Skills

Key technologies and capabilities for this role

GCPITSMIncident ManagementOutage ManagementAutomationCloud InfrastructureVendor ManagementStakeholder EngagementCross-functional TeamsSLA ManagementProduction SupportTroubleshootingMonitoring

Questions & Answers

Common questions about this position

What is the salary for this SW/App/Cloud Tech Support Manager position?

The offered wage for this role is $133,182.00 per year.

Is this position remote or does it require travel?

The position is based in Chicago, IL, and requires willingness and ability to travel domestically approximately 80% of the time to meet client needs.

What are the key required skills and experience for this role?

Candidates need 5 years leading automation projects, engaging with vendors and stakeholders, and leading cross-functional teams, plus 3 years managing GCP cloud services, using ITSM tools like ServiceNow, monitoring with Splunk, and ensuring security compliance with Access Management and Trend Micro.

What education is required for this position?

A bachelor’s degree in Computer Science, Technology, Computer Information Systems, Computer Applications, Engineering, or a related field is required, plus 5 years of progressive post-baccalaureate experience in the IT consulting industry.

Where can I find information on benefits for this role?

Information on benefits offered is available via the provided link in the job description.

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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