Custom Software Engineer

Project Role : Custom Software Engineer Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs. Must have skills : Retail Industry Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education JJob Description Retail AMS L2 Support Lead Global Role Overview We are seeking an experienced Retail AMS L2 Support Lead with approximately 10 years of experience to manage application support across global retail landscapes AMER EMEA APAC The role requires strong functional expertise in retail systems and the ability to lead distributed L2 teams ensuring high service quality and business alignment Key Responsibilities Lead and manage L2 support operations for Retail applications POS Merchandising Supply Chain Omnichannel systems across multiple geographies Act as the primary SPOC between business stakeholders regional teams and IT service providers Ensure SLA adherence incident resolution problem management and service quality compliance across regions Coordinate with L1 L15 L3 teams for effective incident triage and resolution Drive governance cadence including service reviews KPI tracking and reporting to stakeholders Manage cross domain and cross geography issues ensuring timely resolution and communication Support minor enhancements releases and change management activities with minimal business disruption Analyze recurring issues and lead root cause analysis RCA and problem management initiatives Drive continuous improvement initiatives including automation process optimization and cost efficiency Ensure alignment of AMS support with business priorities and regional needs Collaborate with business teams to define and track domain KPIs and customer experience metrics Manage risk identification mitigation and escalation for domain specific issues Required Skills and Experience Approximately 10 years of experience in Retail IT support AMS with strong exposure to L2 support operations Hands on experience in Retail systems POS for example Xstore store systems merchandising platforms Experience managing global support teams across AMER EMEA and APAC time zones Strong understanding of ITIL processes Incident Problem Change Service Request Proven ability to manage stakeholders and client communication in a multi vendor environment Experience in handling high volume ticketing environments and SLA driven delivery models Strong analytical and troubleshooting skills with focus on business continuity Familiarity with tools like ServiceNow Jira or equivalent ticketing platforms Leadership and Behavioral Competencies Strong stakeholder management and communication skills Ability to lead distributed teams and manage cultural and geographical diversity Proactive problem solving mindset with focus on service excellence Capability to drive transformation and continuous improvement in AMS delivery Strong ownership accountability and decision making skills Nice to Have Experience in large scale Retail AMS programs or transformation engagements Exposure to omnichannel retail ecommerce integrations or SAP Retail ecosystem Knowledge of automation RPA AI Ops in AMS support 15 years full time education 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 approximately 791,000 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   Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.