Job Description

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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. Visit us at www.accenture.com

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Job Title: Senior Service Recovery L2 Support 
Domain: Service Recovery - GIPS
Sub-Domain: L2 - AM, PB, Bank wide & Enterprise
Level: Senior (6-9 years)
Location: Kuala Lumpur

Job Summary
The Senior Support Engineer is responsible for providing L2/L3 application and system support across enterprise banking platforms. The role focuses on ensuring stability, incident resolution, and continuous availability of critical applications such as RPA, SharePoint, and workflow systems, while leading support activities and working in a 24x7 environment.

Key Responsibilities

• Provide L2/L3 support for enterprise applications including RPA tools and workflow platforms
• Troubleshoot and resolve incidents across application, database, and OS layers
• Support platforms such as Blue Prism, SharePoint, BMC Remedy, and K2
• Perform root cause analysis and implement preventive measures
• Manage and support databases (Oracle, MSSQL, MySQL)
• Work with Unix/Linux systems and perform scripting for issue resolution and automation
• Lead and coordinate support teams during incidents and escalations
• Ensure adherence to SLAs, incident management, and change processes
• Participate in 24x7 on-call support rotation

Job Requirements