Incident Manager Job Description
The Digital Modernization Sector has an opening for an Incident Manager to oversee all aspects of the incident management process, from evaluation to resolution.
Job Duties:
* Analysis and Reporting: Record all issues, identify root causes, and recommend long-term solutions.
* Technical Support: Manage technical support teams, create procedures to deal with problems, and develop solutions.
* Trend Analysis: Produce statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
* Root Cause Analysis: Assist with diagnosis of faults and determine whether new incidents are related to known errors or existing problem records.
* Meetings and Governance: Facilitate and coordinate technical meetings, facilitate postmortem investigations into high-impact results, and provide governance for root cause analysis between technical teams.
* Knowledge Management: Create and submit knowledge articles, record and classify received Incidents, and undertake an immediate effort to restore a failed IT Service as quickly as possible.
Required Skills and Qualifications:
* Experience: 10 years of experience in ITIL best practices, including incident, problem, and change management processes.
* ITSM Tools: Hands-on experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy, or equivalent) for incident tracking and resolution.
* Communication: Strong communications skills, to include written and interpersonal skills.
* Analytical Skills: Strong analytical and problem-solving skills with the ability to identify root causes and recommend long-term solutions.
* Certification: Must be compliant with DoD IAT Level 2.
Benefits:
* Travel Opportunities: Ability and willingness to travel to remote locations, with an expected frequency of at least once every six months.
* Career Development: Employees enjoy career enrichment opportunities available through mobility and development.
Other Requirements:
* Clearance: Active TS/SCI clearance with Polygraph is required.
* US Citizenship: US Citizenship is required due to the nature of the government contracts we support.