MX Incident Coordinator — AI-Driven Triage & Resolution

Accenture Federal Services; Washington (District of Columbia); On-site; USD 100,000 - 203,000; Full time

Job summary

Accenture Federal Services in Washington, DC seeks a MX Ticket Coordinator to oversee maintenance-related L2/L3 incidents within SI sustainment operations, ensuring triage, troubleshooting, defect routing, release alignment, and escalation management using AI-enabled triage tools.

You will lead triage sessions with MX teams, manage incident lifecycle, coordinate with PMO OPS, draft resilience reports, and help maintain production deployments while strengthening L2 support.

Qualifications

• 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.

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.
• 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.

Skills

Incident Management

L2/L3 Incidents

Troubleshooting

AI Triage Tools

Cross-functional Collaboration

Job description

Accenture Federal Services in Washington, DC seeks a MX Ticket Coordinator to oversee maintenance-related L2/L3 incidents within SI sustainment operations, ensuring triage, troubleshooting, defect routing, release alignment, and escalation management using AI-enabled triage tools.

You will lead triage sessions with MX teams, manage incident lifecycle, coordinate with PMO OPS, draft resilience reports, and help maintain production deployments while strengthening L2 support.