Network & Svcs Operation Analyst

Skill required: Network Customers Operations - Customer Service Management
Designation: Network & Svcs Operation Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
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 www.accenture.com What would you do? The network, whether physical or virtual, relies on a large staff to keep it running 24x7 — and it is that staff which consumes the bulk of operational budgets. Network elements are constantly changing, as are the ways each is deployed. Virtual network functions still require hardware, while routers and base stations require complex software. All of this must be maintained, updated and configured. An operator’s construction, maintenance, activation and trouble management functions typically include both inside and outside staff which is taken care by Work Force Management Team scheduling Technician Dispatches Good Customer Support Experience preferred with good networking knowledge An approach to manage organizations interaction with current and potential customers. It uses data analysis about customers history with the organization to improve business relationships with customers, specifically focusing on customer retention, enhancing customer satisfaction and ultimately driving sales growth.
What are we looking for? •Ability to work well in a team •Ability to meet deadlines •Problem-solving skills •Strong analytical skills 5 - 8 Years of Experience in Network Operations domain? Strong analytical and problem-solving mindset Ability to analyze and resolve business and interpersonal problems quickly and independently Ability to simplify complex tasks and drive efficiencies Excellent English speaking and writing skills is a must? Must understand customer support or operations type environment such as project coordinator, Customer service agent, technical support staff or service engineer etc? Must have worked in a ticketing systems/tool – assign/Process Tickets, update tickets, escalate/follow-up, closure, feedbacks?? Excellent documentation and data entry skills. Previous experience in updating tools and data bases is an advantage?
Roles and Responsibilities: •In this role you are required to do analysis and solving of lower-complexity problems • Your day to day interaction is with peers within Accenture before updating supervisors • In this role you may have limited exposure with clients and/or Accenture management • You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments • The decisions you make impact your own work and may impact the work of others • You will be an individual contributor as a part of a team, with a focused scope of work • Please note that this role may require you to work in rotational shifts This position will be the primary role to supervise a group of agents who act as a primary interface point between client and Vendors across globe in delivering Site access requests, Dispatch Technicians to site and materials receipts/shipments - Rigorously follow established processes? Team Management:? Supervise a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintain utilization and day to day operational management •Conducts daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance, and works closely with QAs and Trainers to improve team performance? Monitor staff performance and complete performance reviews ? Have experience working as an Agent in same/similar workflows? Q4 management, reducing IQR along with Q1/Q2 upskilling? Stakeholder management:? Ensure regular client interactions and meaningful discussions? Participate in Weekly / Monthly / Quarterly reviews? SLA / KPI management:? Ensure achievement of KPI, SLA targets? Process Management:? Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams? Should have solid understanding of workflow, tools used for providing services Skills & competencies?