Azure Shift Supervisor (Technical SME)

Azure Shift Supervisor (Technical SME)Reston, VA 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!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 ResponsibilitiesSchedule Management Create and maintain shift schedules to support all program workflowsReview PTO and callout requests; coordinate overtime support as neededEnsure consistent coverage across workstreams during assigned shiftQueue Management / Incident ResolutionFacilitate shift handoff calls and report on activities; provide updates to the oncoming shift and supervisorMonitor communications and address engineer questions/concerns in real timeServe as the point of contact for ticket escalations and manage ticket queuesAct as an escalation contact for internal and client-facing incidents, including after-hours supportPerform BCP Coordinator responsibilities as needed Ensure SLA adherence (TTA/TTD) through active queue monitoring and prioritizationTechnical SME ResponsibilitiesServe as a technical escalation point for complex Azure, AAD, and Office365 issuesProvide hands-on troubleshooting support and guidance across workstreams (e.g., Identity, Network, Livesite, TechOps)Reinforce SOPs, KB articles, and best practices to ensure technical consistencyContribute to development and improvement of SOPs, knowledge articles, and troubleshooting guidesSupport root cause analysis and recommend corrective and preventive actionsIdentify recurring technical trends and escalate systemic issuesPartner with Leads to identify technical gaps and recommend scalable solutionsHere's What You NeedBachelor's Degree in IT, Computer Science, or a related field preferred, or equivalent experience4–6 years of IT experience with at least 2 years in a supervisory roleExperience supporting a 24x7 cloud-based environmentBonus Points If You HaveExperience supporting Azure, AAD, and/or Office365 environmentsFamiliarity with KPI/SLA metrics and operational performance trackingExperience developing SOPs, knowledge articles, or technical documentationProven troubleshooting and technical problem-solving experienceSecurity RequirementsUS Passport requiredTS/SCI with poly level clearance required