About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.
Support Engineer - AI
Position Description: Data & Cloud Operations Support
1. Primary Function
- Manage cloud environments in accordance with company security guidelines, standards and platform requirements.
- Support, troubleshoot and resolve incidents affecting data applications, pipelines, cloud infrastructure and production services.
- Conduct post incident reviews and problem rectification, implementing corrective and preventative actions to reduce incident recurrence.
- Build, modify and support data pipelines to accommodate operational requirements and changes in data structures.
- Review AI pipelines, code and deployments from a support and operational perspective to ensure consistency, quality and production readiness.
- Work collaboratively with Engineering, Development and upstream/downstream system teams to resolve production issues and minimise impacts to applications and key SLAs.
- Liaise with business stakeholders, platform teams, cloud vendors and service providers to investigate and resolve application, infrastructure and production issues.
- Maintain and continuously improve support procedures, operational documentation, troubleshooting guides and production best practices.
- Identify gaps in existing support and operational processes and contribute to service, reliability and process improvements.
- Support cloud deployments and production changes, ensuring appropriate operational controls and best practices are followed.
- Provide technical support and guidance to stakeholders on data-platform applications, services and cloud technologies.
2. Work Experience
- Experience working in Cloud Operations, Production Support, AI Operations or a similar technical support environment.
- Demonstrated experience troubleshooting and analysing AI pipelines, cloud applications, DevOps pipelines and production workloads.
- Strong understanding of data warehousing concepts, including Data Modelling, Agentic AI Solutions, Chatbots, data reconciliation, error handling and data lifecycle concepts.
- Working knowledge of cloud data platforms and technologies, preferably including Microsoft Azure, Snowflake and Databricks.
- Experience supporting Azure services such as Azure Data Factory, ADLS, Key Vault, Azure Functions, Azure Batch service, Azure Machine Learning and related cloud infrastructure.
- Knowledge of Databricks concepts including clusters, policies, Delta Tables and performance optimisation techniques.
- Strong understanding of Snowflake data warehouse concepts and operational best practices.
- Exposure to workflow orchestration technologies such as Control M and associated operational practices.
- Experience with CI/CD and DevOps processes, including source control and deployment pipelines using technologies such as Git and Azure.
- Working knowledge of programming and query languages such as Python,R and SQL;
- Experience supporting production deployments, code migrations and changes within cloud-based data environments.
- Demonstrated experience in incident management, problem management and root cause analysis.
- Strong problem-solving, analytical and debugging skills.
- Experience using service and collaboration tools such as Jira, Jira Service Desk and Confluence.
- Demonstrated experience identifying and implementing operational or process improvements.
- Experience working across Engineering, Development, Operations and business teams to resolve technical issues and deliver outcomes.
3. Commercial Skills & Qualifications
Tertiary qualification in Information Technology, Computer Science or a related discipline is preferred.
- Process-oriented approach with strong attention to detail and a commitment to operational quality.
- Good understanding of ITIL principles and service management practices.
- Understanding of IT incident, change and problem management processes.
- Ability to engage effectively with both Business and IT teams.
- Strong communication and stakeholder management skills.
- Customer-centric approach with the ability to understand operational impacts and prioritise service outcomes.
- Ability to communicate technical issues, risks and resolutions clearly to technical and non-technical stakeholders.
- Ability to work collaboratively across cross-functional teams and coordinate activities through to resolution.
- Sound understanding of enterprise IT systems, integrations and dependencies is advantageous.
- Ability to balance incident resolution, operational priorities and continuous improvement activities.
- Relevant Azure, Snowflake or other cloud technology certifications are highly regarded.
4. Additional Responsibilities
Area of Accountability : Cloud Workload Management
Key Responsibilities :
- Maintain cloud-based applications
- Manage cloud environments in accordance with company security guidelines.
- Deploy and debug cloud components as needed in accordance and engage external vendors when required.
Performance Measures
- Cloud Data Framework maintained to a high standard and operated within SLA.
Area of Accountability : Incident Management
Key Responsibilities :
- Maintains incident repository and manages key information such as Incident & problem fixes procedures, dependencies, and notification lists
- Resolve incidents raised on applications.
Performance Measures
- Measurable continuous improvement in quality and productivity demonstrated
Area of Accountability : Problem Management
Key Responsibilities :
- Manage risks and resolves issues that affect production systems
- Measure and monitor progress to ensure application fixes are delivered on time and within budget, and that they meet or exceed expectations
- Weekly Incident Reporting
Performance Measures
- Contribution to the process improvements. Service Improvements.
Qualifications
Benefits of working at Accenture:
- 18 weeks paid parental leave
- Long & short-term career break opportunities
- Structured career development program
- Local and international career opportunities.
- Certified as a Family Inclusive Workplace™
- Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
- We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!
We are a WORK180 Endorsed Employer, to see our benefits and policies click here
All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll 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.
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