Infra Tech Support Analyst

About Accenture
 
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

As part of Japan Open System FTE daily tasks, engineers are required to proactively monitor, manage and escalate real-time server problems with alerts from various monitoring tools 24/7. Japan Open Systems Support will work and communicate closely with on duty Major Incident Managers, vendors and relevant technical capability support teams to resolve issue related to servers in both Windows and Linux based on Intel x86 platform. The team is also required to analyze manual interventions which were performed over a period of time and recommend possible solutions to management for improvement. Participate in Disaster Recovery tests, perform other related duties as assigned and promptly inform on duty Major Incident Managers of any issue which potentially result in a high priority incident.

Job Requirement
• Responsible for maintaining the ongoing availability, reliability & performance support for company's systems in the environment.
• Provide phone call and email support related to company's Infrastructure issue.
• Monitor systems availability, stability & performance and responds to incidents as when arise.
• Provide first level support for Open Systems related issues across company's environment and escalate to the next level Platform support team. This includes global support to minimize risk to business and impact that occurs related to Open Systems infrastructure.
• Escalate potential high priority incident to the Major Incident Managers on duty where appropriate.
• Provide accurate and detailed turnover report via written and verbal communication to oncoming   shift.
• Facilitate technical discussions with all support teams and vendors or Business users as when   required to resolve any issues.
• Inform company's Business stakeholders for prolonged system failures as when required.
• Provide accurate and detailed turnover report via written and verbal communication to oncoming   shift.
• Participate as required in all cross training initiatives.