SI Production Sustainment - MX Ticket Coordinator Job Washington area,District of Columbia USA,IT/Tech

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The Work:

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.

Key Responsibilities:

Incident Management & Resolution
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. AI Supported Triage & Insights
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. Daily Operations
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. Ad Hoc Responsibilities
Communicate and coordinate support during MX outages and emergency issues.
Arrange BA involvement during configuration deployments.
Produce MX sustainment metrics.

Here’s what you need:

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.
Experience with AI enabled triage or troubleshooting tools is preferred.
Strong verbal and written communication skills; ability to facilitate and communicate action plans.

Eligibility Requirements:

U.S. Citizen

Clearance Requirement:

Public Trust

Pay range and benefits

The base pay range for this position in these locations is shown below. Accenture Federal Services offers a wide variety of benefits. The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$100,200—$203,400 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included.

This is grounded in our core…