Support Engineer Senior Analyst

Description

We are seeking an experienced Senior Support Engineer to provide L2/L3 operational support for business-critical store systems. The role requires strong production support, incident management, technical troubleshooting, and stakeholder collaboration skills.

About the Role:

We’re looking for someone with strong understanding of store operations and POS environments. You’ll work through transaction processing, pricing and promotions, payments, refunds and returns, inventory, order management, store back-office processes, end-of-day settlement and reconciliation, as well as production support.

You’ll play a key role in ensuring store systems and critical processes run smoothly, accurately and reliably.

Responsibilities

• Provide L2/L3 support for store applications and store systems. Experience in production support, preferably within store.
• Monitor, diagnose, and resolve production incidents, transaction failures, system alerts, and integration issues.
• Perform root cause analysis and implement preventive actions for recurring problems.
• Manage incident, problem, change, release, deployment, and production-readiness activities in line with SLAs and KPIs.
• Collaborate with business, application, infrastructure, and integration teams to restore services quickly.
• Support upgrades, automation, monitoring, operational reviews, and continuous improvement initiatives.
• Maintain technical documentation, support reports, and knowledge articles.
• Participate in on-call support and major incident management as required.
• Working knowledge of PowerShell, SQL, scripting, IBM MQ, and Microsoft Azure.
• On-call and Shift Expectations:  Our positions are primarily focused on managed services, meaning you will be responsible for maintaining and improving our clients' IT systems (Applications and Infrastructure). Flexibility and adaptability are key, as you may be required to work in shifts to provide continuous support.
• 1 week in a month early morning shift (3:30 am to 11 am)
• 1 weekend in a month (morning / regular shift) as per rotation

Benefits

• 18 weeks paid parental leave
• Long & short-term career break opportunities
• Structured career development program
• Local and international career opportunities.
• Certified as a Family Inclusive Workplace
• Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
• We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!
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• Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com .
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• 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.
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