SI Production Sustainment - MX Ticket Coordinator

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

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in 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. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

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

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$203,400 USD