Program/Project Management Representativ
Project Role Description : Deliver business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.
Must have skills : Program Project Management
Good to have skills : NA
Minimum 15 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
This position is responsible for providing support to customers using new and emerging technologies. This is a customer-facing role during pre and post implementation launches and must have a solid understanding of all offerings to act as an escalation point for complex issues. An adept understanding and intermediate expertise in the areas of network issues, API, MSSQL, Oracle, Java, Linux, Postgres and Hana/DB2 is needed.
Roles & Responsibilities:
-Perform as a final escalation point for highly complex, visible, and sensitive client issues.
-Drive positive results in Customer Experience through timely response, and positive interaction.
-Communicate customers needs and requirements to other employees and teams.
-Provide technology expertise, work leadership, and assistance to less senior staff.
-Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.
-Act as a Customer Support liaison during implementation of customer programs to understand product, usage and technology for post-implementation support.
-Provide ongoing support and troubleshooting for installed technical solutions by analyzing a chain of events and applying technical knowledge, following established procedures and standards.
-Ability to work within the direction and expectations of the Customer Support Work Center.
-Work closely with emerging products and emerging technologies to understand and implement support processes.
-Work highly technical and sensitive issues through to a mutually acceptable resolution by accurately assessing the issue/situation and using critical and creative thinking.
-Build and leverage strong relationships with both internal and external customers.
-Receive highly complex escalations from Tier 2 analysts.
-Provide support as dictated by business drivers.
-Create, edit and maintain knowledge entries including best practices entries.
-Help drive positive results in Customer Experience through timely response, and positive interaction.
-Maintain all support shared systems (virtual environments, databases, and shared instances).
-Participate in other projects or duties.
Professional & Technical Skills:
Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, and high volume web services.
Subject Matter Expert in one or more of the following areas: Database technology (Oracle, SQL Server, Postgres, DB2, Hana), Java, XML, web services, ERP's, network architecture, database or application performance issues.
Experience with troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, and high-volume web services.
Expert knowledge in supported transmission types (XML, REST, JSON) and record types within each transmission (examples - Address Validation, Quotation Requests, Invoice Request, Accruals, and Purchases,) and processing tools such as SoapUI and Postman.
Experience with Data Security & Operations.
Experience with LINUX and Web Programming, including HTTP programming, ICF, Framework, Web Services in ABAP (SOAP, WSDLs) JAVA programming.
Experience with SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology is preferred
Understand VM's, NAS, Unix, Shell programming and mainframe systems.
Understand FTP scripting, ECG, TWS, etc.
Understand Java and functional programming concepts.
Deep understanding of and debugging experience with networking protocols.
Excellent debugging skills in a wide variety of technologies and programming languages.
Ability to network with key contacts outside own area of expertise.
Ability to listen and understand information and communicate the same.
Must possess strong interpersonal, organizational, presentation and facilitation skills.
Must be results oriented and customer focused.
Understanding of customers use of the products is highly desired.
Strong desire to research and study new emerging technologies for consideration in future and ongoing development efforts.
Understand internal proprietary information and distribute information appropriately.
Experience in handling customer escalations, and calmly working in stressful situations.
Excellent analytical and creative problem-solving skills.
Ability to apply professional concepts, experience and company objectives in order to perform an in-depth analysis of situations or data to resolve complex issues in creative ways.
Exercise a professional approach with others using all appropriate tools of communication ability to adjust communication style and delivery to the audience.
Must possess good organizational skills.
Must be results oriented, customer focused, and exhibit good interpersonal skills.
Proficiency in Microsoft office packages.
Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax.
This role covers the on-call duties on a rotational basis.
Additional Information:
Bachelor's/Master s degree in Management Information Systems or Computer Information Technology or related field required.
Twelve (12) plus years of relevant industry experience.
Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, big data driven backend systems.
Experience with building and maintaining Big Data and Fast Data applications.
Experience with Data Governance, Security & Operations.
Experience with Web Programming, including HTTP programming, ICF Framework, Web Services in ABAP (SOAP, WSDLs) JAVA programming SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology
Experience in handling customer escalations, and calmly working in stressful situations.
Or equivalent combination of education and/or experience.
Shift schedule (Rotational):
- 6:30AM IST to 3:30PM IST
- 3:00PM IST to 12:00AM IST
15 years full time educationAbout Accenture
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atwww.accenture.com
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