About Accenture

　　Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services—creating tangible value at speed and scale. We are a talent and innovation led company with 732,000 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 with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Accenture Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients succeed 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.

　　The Work:

　　Resolve partner issues with internal experts.

　　Triage and route messages between partners and internal teams

　　Leverage other internal tools to investigate issues and findings further.

　　Create internal and external documentation.

　　You will be working with client team members and other cross functional teams to solve partner issues on either of the following support groups:

　　Infrastructure/Network support

　　Identify, diagnose, and troubleshoot network issues while maintaining response and resolution speed as defined by SLOs.

　　Monitor and optimize network operations using Google Cloud Platform

　　Implement standard changes and routinary activities without impacting operational KPIs/SLOs

　　Keep high customer satisfaction scores and follow quality standards in 90% of cases.

　　Qualifications:

　　2 years or more experience on network support and administration of Google Cloud Platform (or any related cloud platforms like Azure, AWS, Oracle, etc.), with a focus on troubleshooting and resolving network-related issues.

　　Knowledge of networking protocols and concepts, including TCP/IP, OSI 7-layer model, routing, switching, VLANs, and VPNs.

　　Google Cloud Platform Networking: VPC, Network Telemetry, Cloud DNS, Cloud Armor, Cloud CDN, Cloud Load balancing, Network intelligence Center, Service Directory, Traffic Directory, Cloud Domains, Cloud NAT, Network Service Tiers

　　Technological and commercial knowledge of network operator topologies, IaaS / PaaS / SaaS computing platforms from Global Cloud Service Providers, and IP/BGP routing.

　　Google Cloud Platform Security: Firewall, VPC service controls, Shielded VMs, Cloud key management, Chronicle, Access transparency, Assured Workloads, Cloud asset inventory, Cloud DLP, Security Command Center

　　Familiarity with IaaS/PaaS, Cloud Shell and GCP Commands.

　　Familiarity with the Linux command line, web servers, and text editors

　　Linux/Unix - Basic to Advanced

　　Business Intelligence/Data Analysis support

　　Create and maintain a reliable data warehouse.

　　Build user friendly dashboards that help stakeholders derive insights from our data.

　　Manage questions / issues from stakeholders about data and maintain documentation on metrics, dimensions, and processes.

　　Understand the analysis goals, identify the right data source, analyze the data, and generate reports of findings.

　　Leverage other internal tools to investigate issues and findings further.

　　Create internal how-to documents to customize the queries and dashboards.

　　Qualifications:

　　1 year or more experience on data analytics

　　Basic to advance proficiency with common query language such as SQL.

　　Experience with data modeling, extract, transform, load activities.

　　Background in quantitative analysis

　　Develop applications using a common programming language such as Python.

　　Familiarity with machine learning and/or statistics.

　　Software Development for Tools – Software Developer

　　Produce customized source code and software as part of deliverables.

　　Code, and debug web applications, both frontend and backend Systems

　　Develop prototypes to test potential solutions for supporting processes, fix bugs, and implement feature requests.

　　Review bug fixes, triage bug reports and implement fixes in software.

　　Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.

　　Reactively file issue reports to client engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution.

　　Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).

　　Response, diagnosis, resolution and tracking by phone, email, and chat of customer support queries.

　　Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis.

　　Qualifications:

　　1 year or more of professional IT experience on customer service/technical support work in BPO or related industry

　　Python or Java – Basic to Advanced (both is a bonus)

　　Linux/Unix - Basic to Advanced

　　HTML/CSS/JS Web technologies troubleshooting - Basic to Advanced

　　Security Technical Troubleshooting Support

　　Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries.

　　Phone, Email or Chat support for consulted tickets or hand-offs across all stakeholders

　　Maintain response and resolution speed as defined by SLOs.

　　Provide customer facing bug progress summary using available tools and platforms.

　　Use existing knowledge base to provide a customer facing root cause assessment.

　　Handle escalations raised by customers and partners, handle consults from the lower tier to assist in case resolution.

　　Training: Create and deliver trainings as needed and requested by agents, staff, and/or client

　　Case management: Take / assign cases appropriately and monitor outstanding cases to ensure all SLAs are met.

　　Skills required: Chronicle, Siemplify, Mandiant, Project Shield, Dataform, Elastifile, Stratozone

　　Qualifications:

　　2 years or more experience on Google Workspace or GSuite collaboration tools (e.g., Gmail, Calendar, Meet, Chat, Drive, Docs, Sheets, Slides, Forms, Sites, and more.

　　Ability to interface with internal and external (partner) engineering team.

　　Excellent verbal and written communication skills to create documentation (docs, sheets)

　　Overall Role Qualifications:

　　Ability to work independently and as part of a team, managing multiple tasks and priorities effectively.

　　Strong analytical and problem-solving skills

　　Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical colleagues.

　　Amenable in daily RTO in office and flexible work schedule

　　Educational Background:

　　Bachelor’s degree in Information Technology, Computer Science or other relevant fields

　　Must-have Certifications (at least 1)

　　Associate Cloud Engineer

　　Data Engineer

　　Cloud Database Engineer

　　Professional Cloud Network Engineer

　　Professional Cloud Architect

　　Professional Cloud Developer

　　Google Cloud Associate Cloud Engineer

　　Google Cloud Security

　　What’s in it for you?

　　At Accenture you will work on meaningful and innovative projects, powered by the latest technologies. You’ll be immersed in industry best practices such as event-driven architectures and domain-driven design.

　　Accenture will continually invest in your learning and growth. You'll work with Accenture’s certified practitioners, and Accenture will support you in growing your own tech stack and certifications.

　　Join our high-performing team and enjoy these benefits:

　　Healthcare Insurance (HMO) & Life Insurance coverage from day 1 of employment

　　Expanded maternity leave up to 120 days*

　　Expanded paternity leave up to 30 days*

　　Employee Stock Purchase Pan

　　Loyalty and Christmas Gift

　　Inclusion and Diversity Benefits

　　Night Differential

　　Allowances

　　Car and housing plan

　　Company-sponsored trainings like upskilling and certification

　　Healthy and Encouraging Work Environment

　　*Terms and conditions apply

　　What we believe

　　All our leaders are committed to building a better, stronger, and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

　　Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability (https://www.accenture.com/gb-en/about/responsible-business/responsible-company-citizen) is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

　　Accenture is committed to providing equal employment opportunities for persons with disabilities. Please let your recruiter know if you require reasonable accommodation to enable your participation in the recruitment process, they will be happy to assist you.

　　TERMS AND CONDITIONS

　　The company provides an equal opportunity employment 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.