Production Sustainment – MX Ticket Coordinator

🔥 17 hours ago

🏛️ District of Columbia, Virginia, +1 more states – Remote

🏛️ District of Columbia – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $100.2k - $203.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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Accenture Federal Services

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2017

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Accenture Federal Services is a division of Accenture that focuses on delivering technology and consulting services to the U. S. federal government. With capabilities in cloud, cybersecurity, data and artificial intelligence, digital engineering, and emerging technologies, Accenture Federal Services supports federal agencies in achieving mission-critical outcomes through innovation and technological advancement. The company emphasizes building secure, scalable solutions, enhancing decision-making with data-driven insights, and transforming digital infrastructures to meet complex governmental needs. By leveraging advanced R&D and human-centered design, they aim to improve the performance and resilience of government operations.

📋 Description

• Oversee all maintenance-related L2/L3 incidents within SI sustainment operations • Own the 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 align proposed solutions with broader maintenance goals • Coordinate support during MX outages and emergency issues • Arrange BA involvement during configuration deployments • Produce MX sustainment metrics

🎯 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 • Experience with AI enabled triage or troubleshooting tools is preferred • Work authorization in the United States without current or future visa sponsorship

🏖️ Benefits

• Collaborative and caring community • Hands-on experience • Certifications • Industry training • Wide variety of benefits (details provided via benefits link)