Job Description

We are looking for an Incident Manager to join our Operations team and help deliver exceptional customer experiences through effective incident and escalation management.

In this client-facing role, you will act as the primary point of contact for critical incidents, working closely with customers, engineering teams, and cross-functional stakeholders to drive timely resolutions and maintain operational excellence.

This position is ideal for professionals who thrive in fast-paced environments, enjoy solving complex problems, and are passionate about building trusted customer relationships.

Key Responsibilities

• Manage customer incidents and escalations from initiation through resolution.
• Build trusted relationships with customers by setting clear expectations and providing timely updates.
• Coordinate with technical teams to investigate issues, identify root causes, and drive resolution.
• Monitor incident progress, ensuring accurate documentation and reporting.
• Anticipate risks and proactively manage high-priority situations.
• Facilitate communication across internal teams and customer stakeholders.
• Support operational health by identifying improvement opportunities and contributing to process optimization.
• Deliver an exceptional customer experience while maintaining focus on quality and service excellence.

Qualifications

• 1–3 years of experience supporting enterprise technologies or similar environments.
• Experience in customer service or customer-facing support roles.
• Experience managing incidents, escalations, or service delivery processes.
• Strong communication and stakeholder management skills.
• Excellent organizational, multitasking, and prioritization abilities.
• Strong analytical and problem-solving skills.
• Bachelor's degree or equivalent experience.
• Advanced English and Portuguese proficiency (C1).

Preferred Qualifications

• Understanding of incident lifecycle and troubleshooting methodologies.
• Experience working with global customers or shared service centers.
• ITIL Foundation certification or equivalent.
• Experience coordinating cross-functional teams.
• Familiarity with Microsoft Office Suite.

Skills for Success

• Incident Management
• Customer Relationship Management
• Escalation Management
• Critical Thinking
• Stakeholder Management
• Communication
• Problem Solving
• Adaptability
• Customer Focus
• Collaboration

Join us and help deliver world-class customer experiences by driving effective incident management and operational excellence.

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 atwww.accenture.com

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, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.