As an Application Support Engineer, you will act as a software detective, providing dynamic services to identify and solve issues across multiple components of critical business systems. You will ensure the smooth functioning of applications, providing support to end-users, diagnosing incidents, performing root cause analysis, and implementing corrective actions.
Roles & Responsibilities
- Troubleshoot and resolve application-related issues.
- Investigate and diagnose incidents, identifying root causes, and performing corrective actions to prevent reoccurrence.
- Monitor and maintain the performance, availability, and reliability of applications and systems.
- Work closely with cross-functional teams to provide solutions to application issues.
- Collaborate with both technical teams and non-technical users to resolve issues efficiently.
- Apply incident management practices and follow established processes to minimize system downtime.
- Document technical procedures, troubleshooting guides, and solutions for future reference.
- Ensure proper knowledge transfer and documentation for continuity.
- Stay updated on the latest technologies and trends, especially in Cloud Contact Center solutions and AWS (Amazon Web Services).
- Contribute to improving the support process by providing suggestions for new tools, technologies, and methodologies.
- Provide timely, effective support to end-users, addressing their queries and resolving issues in a professional manner.
- Expected to perform independently and become a Subject Matter Expert (SME) in relevant application support areas.
- Be a go-to person for troubleshooting and technical problem resolution.
Must-Have Skills
- Proven experience in implementing, managing, or supporting Cloud Contact Center solutions.
- Incident Management & Troubleshooting:
- Ability to handle high-pressure situations, troubleshoot critical issues, and identify root causes.
- Strong communication and interpersonal skills to work effectively with teams and clients.
- Familiarity or experience with AWS services, especially in the context of contact center or cloud solutions.
- Knowledge of ITIL (Information Technology Infrastructure Library) framework, which covers best practices for IT service management, incident management, and problem resolution.
Problem-Solving Methodologies
- Experience with structured approaches to troubleshooting and solving complex IT problems.
- Strong understanding of cloud-based contact center solutions (e.g., AWS Connect, Microsoft Teams, etc.).
- Experience in monitoring, diagnosing, and resolving issues related to application performance and availability.
- Knowledge of incident management best practices, root cause analysis, and corrective actions.
- Experience working with cloud technologies, especially related to contact center platforms.
Minimum Qualifications
- A minimum of 2 years of experience in Cloud Contact Center Implementation.
- Experience in troubleshooting and supporting applications is essential.
Educational Requirement
- The candidate should have 15 years of full-time education, typically achieved by completing a standard educational pathway of 12 years of schooling + 3 years of undergraduate degree.
Additional Information
- This position is based in Bengaluru, Karnataka.
- The role offers opportunities for learning and growth, particularly in the areas of cloud technology and contact center solutions.
Why Join Accenture?
- Global Opportunity. Work on projects for leading clients around the world.
- Career Development. Accenture supports your professional growth with continuous learning and development opportunities.
- Innovative Environment. Be part of cutting-edge technology solutions and industry-leading teams.
This role is ideal for candidates who are passionate about technology and solving complex problems within cloud environments, especially in the cloud contact center space, and want to develop their expertise in application support and cloud-based solutions.