SI Production Sustainment - MX Ticket Coordinator

Accenture Federal Services•Washington, DC

2d•$100,200 - $203,400

About The Position

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward! The MX Ticket Coordinator oversees all maintenance related L2/L3 incidents within SI sustainment operations. This role ensures streamlined triage, troubleshooting, defect routing, release alignment, and escalation management. The coordinator uses AI enabled triage tools to increase operational speed and accuracy while reducing dependency on subject matter experts.

Requirements

Strong understanding of maintenance workflows and system behavior.
Experience managing complex production defects and triage environments.
Exceptional collaboration abilities across SI, PMO, architects, and engineering.
Strong verbal and written communication skills; ability to facilitate and communicate action plans.
U.S. Citizen
Public Trust Clearance

Nice To Haves

Experience with AI enabled triage or troubleshooting tools is preferred.

Responsibilities

Own end to end lifecycle of MX L2/L3 incidents.
Report ETCs to the SI Integrated Operations Support Lead.
Lead triage activities and troubleshooting workshops with MX scrum teams and engineers.
Route defects into appropriate release or hotfix workflows.
Work with PMO OPS and PMO CM for priority approvals.
Draft SRTLs and serve as final SI approval for MX production deployments.
Use AI capabilities to search defect history, retrieve training material, and identify historical patterns.
Improve root cause accuracy and accelerate problem resolution.
Strengthen L2 support by reducing escalations to L3.
Participate in customer facing and internal sustainment calls.
Perform daily MX ticket prioritization, updates, and ETC communication.
Collaborate with business architects to ensure proposed solutions align with broader maintenance goals.
Communicate and coordinate support during MX outages and emergency issues.
Arrange BA involvement during configuration deployments.
Produce MX sustainment metrics.