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Azure Shift Supervisor (Technical SME)

Accenturefederalservices

Reston, VA, USonsite

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About this role

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!

Job Description

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

Here's What You Need

• 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

Bonus Points If You Have

• 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

Security Requirements

• US Passport required

• TS/SCI with poly level clearance required

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland . The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is: $86,400 — $176,200 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and

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