Production Sustainment – MX Ticket Coordinator

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Manage all maintenance-related L2/L3 incidents within SI sustainment operations.

• Take ownership of the complete lifecycle of MX L2/L3 incidents.

• Provide Estimated Time of Completion (ETC) reports to the SI Integrated Operations Support Lead.

• Facilitate triage activities and lead troubleshooting sessions with MX scrum teams and engineers.

• Direct defects into the relevant release or hotfix workflows.

• Collaborate with PMO OPS and PMO CM to secure priority approvals.

• Compose Service Request Ticket Logs (SRTLs) and act as the final SI authority for MX production deployments.

• Leverage AI capabilities to investigate defect history, access training materials, and uncover historical trends.

• Enhance root cause accuracy and expedite problem resolution.

• Fortify L2 support by minimizing escalations to L3.

• Engage in customer-facing and internal sustainment discussions.

• Conduct daily prioritization of MX tickets, provide updates, and communicate ETCs.

• Work alongside business architects to ensure proposed solutions align with overarching maintenance objectives.

• Coordinate support efforts during MX outages and critical issues.

• Facilitate BA involvement during configuration deployments.

• Generate metrics for MX sustainment.

⛳️ Requirements

• In-depth understanding of maintenance workflows and system functionality.

• Proven experience in managing intricate production defects and triage environments.

• Excellent collaboration skills with SI, PMO, architects, and engineering teams.

• Strong verbal and written communication capabilities.

• Aptitude for facilitating and articulating action plans.

• U.S. Citizen.

• Public Trust clearance required.

• Familiarity with AI-enabled triage or troubleshooting tools is preferred.

• Work authorization in the United States without current or future visa sponsorship.

🏝️ Benefits

• Supportive and collaborative community.

• Practical, hands-on experience.

• Opportunities for certifications.

• Industry-specific training.

• A wide range of benefits (details can be found via the benefits link).