DescriptionWe are currently seeking a motivated, career and customer-oriented Critical Incident and Problem Manager to join our team to begin an exciting and challenging career with SAIC.
Summary: Responsible for managing the full lifecycle of critical IT service outages and IT problems. The lifecycle includes identification, categorization, prioritization, diagnosis, drafting known error information, root cause analysis facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders and external Federal leaders and end users , Incident and Problem process management and control, closure, evaluation, review, process reporting, and process improvement.
Duties: Responsible for creating, facilitating, controlling, reporting, documenting and improving both Critical Incident and Problem Management processes in support of an Enterprise IT Shared Services environment for a Federal department. Ability to effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various critical incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure. Ability to effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems. Facilitate routine root cause analysis and problem review meetings and provide documented status.
Position responsibilities will generally be handled during the work day, but this role will also need to be available after hours when critical incidents arise to facilitate team collaboration, internal and external communication, and the logging and reporting of the issue via various mediums whenever those events arise and under the direction of the documented processes, contract, and Federal leadership.
QualificationsEducation and Training Requirements: Must have a minimum of 7 years of experience, or a Bachelor's Degree and 5 years of experience, providing IT Incident and Problem Management services supporting Service Desk, IT Operations and Engineering, and Data Center. ITIL Foundations certification recommended. Higher ITIL certifications preferred. Ability to review various ticket types, system events, IT metrics, and other operational data to assess events that may cause incidents, assess the status of existing incidents and correlate repeating incidents into problems, and make recommendations for process improvements using tools such as BMC Remedy (ITSM), T-Metrics (ACD), SolarWinds (Events), MS SCCM (Patching), and BigFix (Security). Must be an effective communicator and facilitator of information to peers, management, Federal leadership and Federal executives.
Knowledge and Skills Requirements: Highly motivated, self-directed and responsible contributor. Ability to direct cross-functional resources through incident closure and through the problem management lifecycle. Ability to navigate through multiple data sources to proactively identify potential incidents and problems for review. Effectively communicate, build relationships with peers, process stakeholders, and organizational leaders. Be a team player, share knowledge, and learn from others. Ability to ascertain information about current organizational processes and how to go about organizing and improving IT Service Management practices based on the feedback. Organize and orchestrate critical incident and problem communication, information, and reporting appropriately by the level of the receivers.
US Citizen or Green Card Holder. Ability to attain a Public Trust clearance. Position may be open to remote location and telework flexibility.
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