Accenture IT Operations Practitioner in Chicago, Illinois

Title: IT Operations Practitioner Location: USA-Midwest Job Number: 00501723

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

Job Description

Compute Services develop and delivers strategies and solutions for housing and managing the computer systems and communications infrastructure -- including servers, databases, storage devices, etc. -- that handle the data necessary for enterprise operations.

A professional at this position level within Accenture has the following responsibilities:

Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.

Understands the strategic direction set by senior management as it relates to team goals.

Uses considerable judgment to determine solution and seeks guidance on complex problems.

Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.

Determines methods and procedures on new assignments with guidance.

Decisions often impact the team in which they reside.

Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Description:

Accenture's Video Services Team is a dedicated group of Accenture professionals that focus on the Broadcast and Video Delivery services. The team provides high-quality, consistent and seamless support of the end-to-end management of broadcast event delivery, videoconferencing, and telepresence services.

Job Summary:

The Video Services Support Lead is responsible for working with Video Operations management team on all Service support items (Comms, Vendor management, financials, etc) and will also be responsible for developing the vendor management framework for all Core Video Delivery vendors. This role will be also leding our HVM (High Value Meeting) and white glove service, where we focus on all items regarding GMS and Senior leadership members devices and services.

Key Responsibilities:

  • Lead small team of service management oriented resources

  • AIM resource and financial management support to Operations Leadership

  • Develop and execute vendor framework required for managing, tracking and reporting on all vendor related activities (financials, contracts, open cases) for all vendors.

  • Understand conceptually all renewal cycles and perform tasks leadgin to those renewal.

  • Act as liason for all Leads in operation to not miss any vendor related task, communication task or overall administrative task.

  • Act as liason for all Lead in operations to not miss any resources related taks (remind TE support, help with Tdocs plan, etc)

  • Proactively monitor vendor support incidents within the service and act as a point of escalation, engaging other team resources as needed.

  • Act as metrics and analytics expert in Video Operations for all vendor and financial reporting.

Qualifications:

Basic Qualifications:

  • Degree/Diploma in an Information Technology discipline or equivalent experience – Diploma in Computer Science/B.Sc./BE/B-Tech

  • 4-5 years of experience in roles with providing technical operations and process definition in a complex technical environment, with at least 3 years in the video services area.

Knowledge and Skill Requirements:

  • Proficient in plan creation and execution. Task oriented individual with drive to complete tasks on time and effectively.

  • Strong customer service, relationship management and interpersonal skills

  • Solid verbal and written English communication skills

  • Ability to interact with key executives, upper management, and clients in a professional manner during stressful and time-critical situations

  • Experience working with products in unified communications technologies such as: webcasts, live and on-demand streaming video content, video switching and control, video conferencing systems, multipoint bridging units, videoconferencing endpoints and videoconferencing servers Experience with videoconference infrastructure including Cisco Telepresence CTS-x systems, Cisco MXP, EX and C series videoconference systems, and Polycom HDX systems

  • Experience with ServiceNow or related ticketing system

  • Experience with intercompany video conferencing meeting setup and troubleshooting

  • High-level knowledge of network architecture and the role that the different network components play in delivery of communication services

  • Strong analytical, troubleshooting and problem-solving skills

  • Ability to understand and work with a culturally diverse team across various geographies

  • Ability to handle multiple tasks simultaneously

  • Experience in creating and distributing written communications in an operations environment

  • Ability to closely adhere to operational processes and technical standard defined by the architecture and operations teams

Desired skills

  • Microsoft Office skills (e.g. Word, Excel, PowerPoint, and Outlook).

  • Understanding of data center technologies

  • Understanding of ITIL Processes

  • Ability to communicate (both written and verbally) with technical and non-technical staff

  • Ability to present complex information in a clear, concise manner.

  • Complex problem-solving and analytical skills.

Professional Skill Requirements

Proven success in contributing to a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent leadership, communication (written and oral) and interpersonal skills

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: IT Operations