Application Support Engineer

Accenture is seeking an experienced Application Support Engineer with strong expertise in Pega Customer Service to support and maintain critical enterprise applications. In this role, you will troubleshoot complex issues, ensure system stability, and collaborate with cross-functional teams to deliver high-quality support services that drive business continuity and operational excellence.

You will play a key role in identifying root causes, implementing sustainable solutions, and contributing to continuous improvement initiatives that enhance application performance and user experience.

Key Responsibilities

• Provide application support for business-critical systems, ensuring optimal availability, performance, and reliability.
• Diagnose, investigate, and resolve complex application, system, and integration issues within defined service levels.
• Perform root cause analysis and implement corrective and preventive actions to minimize recurring incidents.
• Collaborate with development, infrastructure, and business teams to troubleshoot and resolve technical challenges.
• Monitor application health, analyze system performance trends, and proactively identify potential risks or issues.
• Support application remediation activities, including defect fixes, enhancements, upgrades, and maintenance initiatives.
• Contribute to incident, problem, and change management processes while ensuring adherence to operational standards and best practices.
• Share technical knowledge and provide guidance to team members to promote continuous learning and improve support effectiveness. Required Qualifications- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Proven experience in application support, production support, or a similar technical support role.
• Strong expertise in Pega Customer Service.
• Hands-on experience in application troubleshooting, issue diagnosis, and root cause analysis.
• Experience supporting enterprise-scale applications in a fast-paced environment.
• Strong understanding of incident, problem, and change management processes.
• Excellent analytical, communication, and stakeholder management skills.
• Ability to work effectively in a collaborative, cross-functional team environment. Preferred Qualifications- Experience with application remediation and production support operations.
• Knowledge of system monitoring and performance management tools.
• Familiarity with ITIL processes and service management practices.
• Experience supporting complex integrated systems and enterprise platforms.
• Pega-related certifications are advantageous.