We are seeking an experienced Senior Support Engineer to provide L2/L3 operational support for business-critical store systems. The role requires solid 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.

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