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 at www.accenture.com.

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 [email protected] or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (Recent Zealand).

📌 Support Engineer Senior Analyst (Melbourne)
🏢 Accenture Australia
📍 Melbourne