Incident Management Analyst (Korean Speaker)

We are looking for a dedicated, ambitious, and self-driven individual who will work closely with customers and foster strong relationships with them. This role serves as the primary coordinator, working with our Customer Service Support engineers and our customers to manage complex technical reactive support to resolution and provide insights into operational health opportunities for a designated portfolio of accounts. The objective of this role is to be the Customer Advocate and facilitate the resolution of reactive issues through the following key activities: Represent the customer’s business impact Support the end-to-end problem resolution Problem identification against the case portfolio Key Role Responsibilities Technical Know-How Knowledgeable in products such as Windows, Azure, Cloud, or any related tools/technologies Incident Management Knowledgeable in IT Service Management process Monitor reactive cases owned by internal support organizations Ensure correct case reporting and trending is in place for account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health. Relationship Management Know the customer and understand our customer’s expectations with their reactive support experience Focus on critical issues to ensure customer satisfaction Set proper expectations with customers for support Proactive management of reactive experience Acknowledge and respond to customers' requests promptly Anticipate risk and escalations based on customer context Escalation Handling Handle high-risk escalations and gather/analyze information as needed to support the customer Understand the cause of the escalation, its business impact, and level of urgency from Customer and other stakeholders Ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration Critical Thinking Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention Establish a customer obsession approach that puts the customer and the customer operational health in the center Required : Degree holders with the experience in supporting enterprise technologies or equivalent, preferrable with the experience in IT Customer Support field Strong Korean and English proficiency, written and verbal communication skills Experienced in customer service, with a focus on empathy and active listening skills Positive, energetic, enthusiastic attitude Strong attention to detail Excellent at multi-tasking & task prioritization Skilled use of the Microsoft Office Suite, e.g. Word, Outlook, PowerPoint, etc. Ability to apply judgement in high pressure situations with minimal external guidance Preferred : Understanding of reactive case lifecycle and troubleshooting methodology Track record in successfully coordinating activities that involve cross-team of internal/external contacts ITIL Foundation™ certified (or equivalent) Additional Details: Regular working hours from Monday to Friday, 8AM – 5PM Work arrangement type: Fully return to office About 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 at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.