Application Support Engineer

Accenture in the Philippines; Taguig; On-site; PHP 1,200,000 - 2,200,000; Full time

Job summary

Accenture in the Philippines invites a Senior Site Reliability Engineer to lead deep technical diagnostics across enterprise platforms. You will own root cause analysis, automate reliability improvements, and bridge customer impact with engineering teams.

You will design tools, dashboards, and playbooks to speed incident response, contribute to postmortems, and help define SLOs that reflect customer pain. 4–8+ years in SRE/DevOps, cloud-native experience, and strong automation skills are

Qualifications

• 4–8+ years of experience in Site Reliability Engineering, DevOps, Platform Engineering, or Systems Engineering.
• Experience supporting enterprise platforms.
• Experience with cloud-native technologies and automation.
• CKA/CKAD or similar Kubernetes certs are a plus.
• Google Professional Cloud DevOps Engineer or similar cloud certs are desirable.
• LFCS/LFCA or related Linux certifications are a plus.

Responsibilities

• Handle complex customer issues, going deep into root cause analysis that spans customer configuration, product bugs, and underlying infrastructure.
• Proactive Reliability Improvement with patterns analysis of issues and outages.
• Bridging Customer Impact and Engineering between support and development teams.
• Improving Supportability through tools, playbooks, and dashboards.
• Define and refine customer-centric SLOs to reflect real pain and performance.
• Incident Management & Postmortems with preventative actions addressing technical root causes and customer experience.
• Proactive Customer Engagement with key customers to review workloads and provide reliability guidance.

Skills

Kubernetes

Linux

Networking

Istio

PKI

AI/ML

Observability

Prometheus

Grafana

Loki

Splunk

PCA

VMware CNV

LFCS/LFCA

Job description

Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Deep Technical Support & Root Cause Analysis

Handle complex customer issues, going deep into root cause analysis that spans customer configuration, product bugs, and underlying infrastructure.

Proactive Reliability Improvement

Analyse patterns of customer issues, support cases, and outage impacts to identify systemic weaknesses.

• Design and implement solutions, automation, or monitoring to prevent future occurrences (involving coding, configuration changes, or proposing architectural improvements).

Bridging Customer Impact and Engineering

Act as a liaison between the customer-facing support teams and the core Support/Development teams.

• Translate customer pain into technical requirements and SLOs, and explain technical constraints and incident impacts back to support teams.

Improving Supportability

Develop tools, playbooks, and dashboards to help front-line support and diagnose and resolve issues more quickly.

• Feedback into the product development lifecycle to ensure new features are designed with supportability and reliability in mind.

Customer-Centric Service Level Objectives (SLOs)

Contribute to defining and refining SLOs to better reflect actual customer pain and perceived performance, not just server-side metrics.

Incident Management & Postmortems

Participate in incident response, bringing a strong understanding of customer impact.

• Contribute significantly to postmortems, ensuring preventative actions address both the technical root cause and the customer's experience.

Proactive Customer Engagement (for Key Customers)

Engage with key customers to understand their critical workloads, review their architecture, and provide guidance on reliability best practices.

Experience & Qualifications Essential

• 4–8+ years of experience in Site Reliability Engineering, DevOps, Platform Engineering, or Systems Engineering.
• Experience supporting enterprise platforms.
• Experience with cloud-native technologies and automation.
• Experience with AI / ML Desirable
• Certified Kubernetes Administrator (CKA) / Certified Kubernetes Application Developer (CKAD)
• Google Professional Cloud DevOps Engineer
• Google Professional Cloud Network Engineer / VMware Certified Professional - Network Virtualization (2V0-41.24)
• Linux Foundation Certified System Administrator (LFCS) / Linux Foundation Certified IT Associate (LFCA) / Linux
• ------- Professional Institute LPIC-3 Mixed Environments
• Prometheus Certified Associate (PCA)

Required Technical Skills

Infrastructure & Platforms Kubernetes (essential) Linux (high priority) Networking (high priority) Service Mesh Basics (Istio) (high priority) PKI (high priority) AI / ML (high priority) Google Compute Storage Technologies (optional) Observability & Monitoring Prometheus (high priority) Grafana (high priority) Loki (high priority) Splunk Minimum 3 year(s) of experience is required