Azure Shift Supervisor (Technical SME)

📋 Job Overview

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward!

🏢 About Accenture Federal Services

Accenture Federal Services is a technology company within global Accenture, recognized as a Glassdoor Top 100 Best Place to Work. We are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. We offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more.

🎯 The Role

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 escalate systemic issues
• Partner with Leads to identify technical gaps and recommend scalable solutions

📌 Required Qualifications

• 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

⭐ Desirable Experience

• 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

🎁 Benefits

Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs. The base pay range for this position is $86,400 - $176,200 USD. We offer a wide variety of benefits. You can find more information on benefits here.

🛂 Visa & Eligibility

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