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.

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

Azure Shift Supervisor (Technical SME)

Responsibilities

Qualification

Preferred

Benefits

Company

Accenture Federal Services

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