Senior Service Recovery L2 Support
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
Required Skills
- 5+ years of hands-on support experience in banking or financial services
- Strong experience supporting RPA tools (Blue Prism, Automation Anywhere, or UiPath)
- Experience with SharePoint, BMC Remedy, and K2 platforms
- Strong knowledge of Unix/Linux and Windows environments
- Database knowledge: Oracle, MSSQL, MySQL
- Proficiency in SQL and Shell Scripting
- Experience with middleware/tools such as IIS, Control-M, and Java-based applications
- Proven experience leading a team or handling escalations
- Strong troubleshooting and analytical skills
Nice-to-Have Skills
- Experience with DevOps tools (Jenkins, JIRA, Bitbucket, SonarQube, Confluence, etc.)
- Familiarity with ITIL processes and incident/change management frameworks
- Understanding of banking operations (front-to-back, finance, risk, accounting)
- Exposure to monitoring and automation tools
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
Kuala Lumpur
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We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.