Azure Shift Supervisor (Technical SME)

Accenture Federal Services; Reston (VA); On-site; USD 86,400 - 176,200; Full time

Job summary

Accenture Federal Services is looking for a resource to manage Azure Operations in Reston, Virginia. Responsibilities include facilitating schedule management, incident resolution, and serving as a technical expert across Azure, AAD, and Office365 platforms.

Qualified candidates should have a Bachelor’s Degree in IT or a related field, with 4-6 years of IT experience and at least 2 years in a supervisory role. The role supports a 24x7 cloud-based environment.

Qualifications

• 4-6 years of IT experience with at least 2 years in a supervisory role.
• Experience supporting a 24x7 cloud-based environment.
• Ability to serve as a technical SME across Azure, AAD, and Office365.

Responsibilities

• Create and maintain shift schedules to support all program workflows.
• Act as an escalation contact for internal and client-facing incidents.
• Serve as the point of contact for ticket escalations and manage ticket queues.
• Support root cause analysis and recommend corrective and preventive actions.

Skills

Azure Operations

Incident Resolution

Schedule Management

Cloud-based Environment

Technical Problem-Solving

Education

Bachelor’s Degree in IT or Computer Science

Job description

Job Description

The resource will be responsible for facilitating Azure Operations through schedule management, queue management, incident resolution, and escalation management (personnel and performance issues). Owns the team during their assigned shift and serves as part of the incident management team in a 24x7 cloud‑based environment. Diagnoses, mitigates, and/or escalates system issues to maintain high platform availability. Serves as a technical subject matter expert (SME) across Azure, Active Directory (AAD), and Office365 platforms, supporting complex issue resolution, driving technical consistency, and contributing to process and operational improvements across workstreams.

Key Responsibilities

• Schedule Management: Create and maintain shift schedules to support all program workflows.
• Review PTO and callout requests; coordinate overtime support as needed.
• Ensure consistent coverage across workstreams during assigned shift.
• Queue Management / Incident Resolution.
• Facilitate shift handoff calls and report on activities; provide updates to the oncoming shift and supervisor.
• Monitor communications and address engineer questions/concerns in real time.
• Serve as the point of contact for ticket escalations and manage ticket queues.
• Act as an escalation contact for internal and client‑facing incidents, including after‑hours support.
• Perform BCP Coordinator responsibilities as needed; ensure SLA adherence (TTA/TTD) through active queue monitoring and prioritization.
• Technical SME Responsibilities.
• Serve as a technical escalation point for complex Azure, AAD, and Office365 issues.
• Provide hands‑on troubleshooting support and guidance across workstreams (e.g., Identity, Network, Livesite, TechOps).
• Reinforce SOPs, KB articles, and best practices to ensure technical consistency.
• Contribute to development and improvement of SOPs, knowledge articles, and troubleshooting guides.
• Support root cause analysis and recommend corrective and preventive actions.
• Identify recurring technical trends and upscale systemic issues.
• Partner with Leads to identify technical gaps and recommend scalable solutions.

Here’s What You Need

• Bachelor’s Degree in IT, Computer Science, or a related field preferred, or equivalent experience.
• 4–6 years of IT experience with at least 2 years in a supervisory role.
• Experience supporting a 24x7 cloud‑based environment.

Bonus Points If You Have

• Experience supporting Azure, AAD, and/or Office365 environments.
• Familiarity with KPI/SLA metrics and operational performance tracking.
• Experience developing SOPs, knowledge articles, or technical documentation.
• Proven troubleshooting and technical problem‑solving experience.

Security Requirements

• US Passport required.
• TS/SCI with poly level clearance required.

Compensation

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: $86,400—$176,200 USD.

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, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement. Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an affirmative action employer for veterans and individuals with disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting an Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you are being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.