COMPUTER APPLICATIONS ENGINEER

Position Title: SW/App/Cloud Tech Support Analyst

Summary of the Role:

• System Investigation, Maintenance, and Operation:
• Responsible for the following ITIL processes: Incident Management, Change Management, Problem Management, Service Requests
• Perform investigation, maintenance, and operational tasks.
• Troubleshoot system issues as they arise, provide resolution to the incidents and problems.
• Client management Act as bridge between Client and Accenture

Roles & Responsibilities:

• Manage tickets and escalations from Level 1 operators, providing troubleshooting support and addressing issues as they are reported.
• Handle Alert Escalations: Manage alert escalations from Level 1 operators, providing troubleshooting support and addressing issues as they are reported, and coordinate with stakeholders including Japanese clients
• Vendor Escalation for Complex Issues: If encountering unexpected errors without a clear resolution path, escalate the issue to a support vendor for further investigation and assistance.
• Continuous Improvement: Identify and help drive continuous improvement initiatives and automation for the project. Help create and improve the process documentations for the project.
• Onsite Reporting: Daily In Office work, the position is based in the Accenture Cebu Office, and standby support during non-business hours.
• Regular Reporting: Provide regular updates to the team lead and stakeholders on the status of issues, ensuring transparent communication until the problem is resolved.
• Closely work with project team members on site and members located in different geographical locations.
• Deliver client facing engagements / work at Philippine Delivery Center
• Technical Proficiency: In-depth knowledge of operating systems (Windows, Linux, networking protocols, and common software applications.
• Analytical Skills: Strong problem-solving abilities to diagnose and resolve complex technical issues efficiently.
• Communication: Excellent verbal and written communication skills to convey technical information clearly to both technical and non-technical stakeholders. Act as a bridge between Accenture Philippines, Japanese clients and users and Accenture Japanese
• Will oversee translating communications, verbal and written, from Japanese to English and English to Japanese, so that the Accenture Philippines members can communicate with the stakeholders in Japan.
• Will oversee translating work tickets, verbal and written, from Japanese to English and English to Japanese, so that the Accenture Philippines members can address the action items and resolve the complaints of the client/customers.
• Certifications: Any relevant IT certifications on Cloud or Automation
• Experience: 2-4 years of experience in IT support or a related field is expected