Cloud Support Analyst

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 to do the work you love in an inclusive, collaborative, and caring community, where you can be 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: 

As a trusted Microsoft partner in the Federal space, the Cloud Support Analyst role is a part of the Secure Operations Centers (SOCs) team providing end-to-end operational support for the Azure core and Office365 platform. Operational support is comprised of five workstreams teams: Livesite Engineering, Identity Management, Network Management, Tech Ops (Secure workspace operations) and Customer Experience (CXP). These teams span across various product groups, including Azure, Active Directory (AAD), and Office365. The services will be 24x7x365 and operated from three Microsoft SOCs located in Redmond, WA and Reston, VA.

Responsibilities include:

• Monitor and report, to ensure the deployment flow is proceeding smoothly and any issues are escalated promptly and accurately back to the deploying team.
• Identify and drive fixes with feature teams for volume drivers.
• Run documented deployment scripts and procedures.
• Coordinate restoration actions with Microsoft teams and other partners on behalf of Microsoft.
• Assist in outage restoration actions, escalating to Microsoft personnel within published timeframes or when indicated by procedure.
• Log all investigative and restorative actions taken in designated systems for later retrieval for audit purposes and root cause investigations.
• Identify and drive recovery levers with feature teams
• Assist in Hardware deployments, including peripherals (desktop and server provisioning) 9 Physical Escort, to include Two Person Access (TPA) in the spaces for maintenance, cleaning, other services as warranted.
• Equipment assistance / troubleshooting (e.g., intake new equipment, coordinate with partners upon arrival, issue, swap, etc.).
• Sovereign cloud user account requests (e.g., submissions, provisioning, certificate issuance and troubleshooting).
• Problem solving, troubleshooting, and debugging expertise to mitigate customer or service outages
• Secure Work Area operations
• Update standard operation procedures and technical training guides documentation as needed

Here's what you need:

• Bachelor’s Degree in a similar field or equivalent combination of IT training and practical IT experience
• 2+ years of customer service skills
• 2+ years working in a fast pace agile environment
• Must be open to shift work as 24/7 support is needed

Bonus points if you have:

• Ability to execute work with precision in time sensitive outage scenarios
• Capability to communicate effectively through written and oral English 
• Ability to perform work under continuous deadline pressure
• Aptitude to interact with external customers & partners on behalf of Microsoft

Security Clearance:

• Active TS/SCI with Polygraph

 

 

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, New York, Washington, and the District of Columbia. 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, New York, Washington, and the District of Columbia is:$67,900—$126,800 USD  What We Believe  We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperat