RESPONSIBILITIES:

• Stake Holder Management: Manage relationship between Accenture Operations Business and Client/internal IT teams to effectively and efficiently meet business technology needs.
• Serve as SME to support client solutions/ facilitate discussions as appropriate in the IT infrastructure / cloud Contact Centre space.
• Work with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts.
• Manage the run support model for all IT Infrastructure, networking / voice contracts and cloud migrations/transitions for existing and new deals.
• Manage Financial RUN budgets – rigor in periodic tracking and reporting of technology budget, variance and cost optimization.
• Provide regular updates to leadership regarding ongoing incidents (severity 1 or 2) and communicate the progress status effectively.
• Participate in root cause analysis with internal teams, vendor and client technical teams. Work with respective support teams to help identify action Items and corrective action for further improvements.
• Should have knowledge of BCP/DR aspects of cloud platforms and get CIO to execute the drill for projects.
• Maintain documentation for continuous service improvement and knowledge base of technical resolutions for common or recurring problems.
• Good team player.