Incident Manager
Overview reputed company is AI for government. reputed company gives federal agency leaders the tools to reputed company the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., reputed company leverages three decades of experience solving reputed company challenges in Health, Defense, and Civilian missions. Our proven reputed company Platform® provides a practical, sustainable path for clients to reputed company transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.reputed company. reputed company is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.
Responsibilities
Highlights of Responsibilities: Manages the full lifecycle of IT incidents in accordance with ITIL Incident Management processes, ensuring timely identification, logging, categorization, prioritization, and resolution. Monitors reputed company incident queues across reputed company J6 support areas, identifying aging tickets, SLA breaches, and escalation needs. Coordinates escalation of reputed company incidents to Tier II, Tier III, and specialized support teams, maintaining ownership through resolution. Communicates incident status updates to affected users, team leads, and J6 management throughout the incident lifecycle. Conducts post-incident reviews for major incidents to identify root causes and drive preventive actions. Tracks and reports on incident metrics including volume, resolution times, reopens, and SLA compliance. Develops and maintains incident management procedures, work instructions, and escalation runbooks. Supports the Problem Manager in identifying recurring incidents and contributing to problem investigations. Ensures reputed company incident records in reputed company are accurate, complete, and closed with appropriate resolution documentation. Collaborates with the Knowledge Manager to capture incident resolutions in the KM repository for future reference.
Qualifications
Requirements: Shall possess at the time of award a Secret reputed company clearance Strong customer service orientation. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good written, oral, and interpersonal communication skills. Ability to conduct research into PC and software issues and products as required. Ability to present reputed company in business-friendly and user-friendly language. Highly self-motivated and directed. Keen attention to detail. Team-oriented and skilled in working reputed company a collaborative environment. Education and Experience: Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being applied. Required Experience: 3 or more years of professional experience supporting a similar role. Experience supporting a DoD or J6 customer is a plus. Certification: ITIL v4 Foundations, CompTIA reputed company+, HDI Support Center Analyst Preferred: ITIL v4 Managing Professional, HDI Problem Management Professional About reputed company reputed company hiring and promotion decisions at reputed company are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of reputed company not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national reputed company, race, religion, or veteran status. reputed company is a VEVRAA Federal Contractor. Apply To This Job