Posted on Nov 5, 2020 by SAIC
Company has a contingent job opportunity for an Incident Manager in Huntsville AL to support a Federal Service Desk Program. The program must sustain the productivity of agency personnel by providing accurate, courteous, timely and effective customer service desk, remote server management and network support services on a 24x7x365 basis.
The Incident Manager responsibilities can include
Manager of the day to day Incident Management process
Oversees all incident tracking and escalation activities
Collaborates with the Problem Management Unit (PMU) during or after a critical incident to provide information and/or data to PMU for analysis and reporting
Initiates Critical Incident Page (CIP) notifying the appropriate Tier 2, Tier 3 and/or Tier 4 solver groups of a critical incident
Controls and tracks all critical incidents until resolved or downgraded
Knowledgeable in escalation procedures.
Updates stakeholders with timely information regarding critical incidents
Possesses excellent verbal and writing skills
Provides status emails, ie Daily Critical Ticket Roll-up
Takes initiative to resolve critical incidents
Able to engage solver groups, stake holders and management to address critical incidents
Able to transcribe technical information into non-technical communication
Maintains communication with Release Management and Transition Planning and Support Personnel for awareness of Organizationifications of procedures in support of changes deployed
Responsible for the identification and implementation of improvement activities for the Incident Management Process as part of CSI
This position is contingent upon contract award.
Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience ; PhD or JD and four (4) years or more experience
Experience meeting and/or exceeding established Service Level Agreements (SLAs) in a Tiered Service Desk operation.
Minimum 3-5 years experience in incident management.
ITIL Foundations certification
Excellent communication skills.
Experience supporting Service and Operation Level Agreements.
Must possess a current Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI)
Must be US Citizen
Prior work experience with DOJ in a Service Desk environment on a 24x7x365 basis
Technically proficient in FBIs IT environment
ITIL Practitioner certification
HDI Certifications - CSA, SMO, SCA, DAST, SCTL, SCM, DSM, WMP