MX Production Incident Lead | AI-Triage & Troubleshooting

Accenture-Federal-Services-2; Arlington (VA); On-site; USD 100,000 - 203,000; Full time

Job summary

Accenture Federal Services in Washington, DC is seeking an MX Ticket Coordinator to oversee MX L2/L3 incidents within SI sustainment operations. You will triage, troubleshoot, route defects, and align releases using AI-enabled triage tools to speed resolution and reduce reliance on SMEs.

You will participate in daily operations and coordinate with MX scrum teams and engineers. Ideal candidates bring strong knowledge of maintenance workflows, experience handling complex production defects, and

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.

Skills

Maintenance workflows

Defect triage

Collaboration across teams

AI-enabled triage

Verbal and written communication

Job description

Accenture Federal Services in Washington, DC is seeking an MX Ticket Coordinator to oversee MX L2/L3 incidents within SI sustainment operations. You will triage, troubleshoot, route defects, and align releases using AI-enabled triage tools to speed resolution and reduce reliance on SMEs.

You will participate in daily operations and coordinate with MX scrum teams and engineers. Ideal candidates bring strong knowledge of maintenance workflows, experience handling complex production defects, and