Support Engineer Senior Analyst

Accenture PLC; Melbourne; Sur place; AUD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

18 weeks paid parental leave

Long & short-term career break options

Structured career development program

Local and international career opps

Family Inclusive Workplace™

Résumé du poste

Accenture is seeking an experienced Senior Support Engineer in Melbourne to provide L2/L3 operational support for store systems. The role emphasizes production support, incident management, and technical troubleshooting with cross-functional collaboration.

You will handle incidents, perform root cause analysis, and work with teams across business, application, infrastructure and integration to ensure services run smoothly and reliably.

Qualifications

• Experience providing L2/L3 operational support for business-critical store systems.
• Strong production support, incident management and troubleshooting skills.
• Ability to collaborate with stakeholders across teams.

Responsabilités

• Provide L2/L3 support for store applications and systems.
• Monitor and resolve production incidents and integration issues.
• Perform root cause analysis and preventive actions.
• Manage incident, problem, change, release and production-readiness activities.
• Collaborate with business, application, infrastructure and integration teams.
• Support upgrades, automation, monitoring and continuous improvement.
• Maintain technical documentation and support reports.
• Participate in on‑call support and major incident management.
• Work with PowerShell, SQL, scripting, IBM MQ and Azure.

Connaissances

L2/L3 support

Incident management

Troubleshooting

PowerShell

SQL

IBM MQ

Azure

Description du poste

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.

Key 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 of working at Accenture:

• 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!

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us atwww.accenture.com.

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.

Equal Employment Opportunity Statement for Australia and New Zealand

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.

We encourage applications from all people with the relevant skillset, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination.

If you require any accommodations or adjustments for interviews and/or at work, please reach out to **********@accenture.com or contact us at [phone] (Australia) or [phone] (New Zealand).

Equal Employment Opportunity Statementfor Australia:

At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.

As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email**********@accenture.comand cite the relevant Job Number, or contact us on+61 2 9005 5000.

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