Incident Manager Job Listing at SAIC in Fort Bragg, NC (Job ID 2511905)

Description

Description

SAIC has an opening for a Senior Incident Manager to support the USSOCOM SITEC 3 Enterprise Operations and Maintenance (EOM) contract.  The USSOCOM mission is to provide fully capable Special Operations Forces (SOF) to defend the United States and its interests and synchronize planning for global operations against terrorist networks. You will support the USSOCOM mission as we partner with SOF military and civilian members to provide world-class IT services and support that connect over 70,000 users around the world in the areas of software development / maintenance, network services, security, end-user computing, and test and evaluation. This position is based on-site at Fort Bragg, NC.

The Incident Manager is responsible for managing the lifecycle of incidents from identification to resolution. Additionally, the Incident Manager:

·       Manages the rapid progression of incidents from creation to completion.

·       Performs trend analysis on incidents and publishes reports as directed.

·       Formats and disseminates reports to peers and subordinate NetOps centers.

·       Participates in meetings and conferences as directed.

·       Provides technical analyses of incidents to peers and subordinate NetOps centers.

·       Documents the relationship of incidents to configuration items.

·       Documents and tracks plans to resolve, prevent, and mitigate future incidents of the same nature.

·       Sets up IT support systems so end users can utilize systems with minimal issues.

·       Monitors the effectiveness of the incident management process and makes recommendations for improvement.

·       Develops and implements the incident management process.

·       Analyzes incident trends and recommends corrective actions, as necessary.

·       Engages and coordinates technical resources across IT support teams.

·       Ensures that the incident management process is followed.

·       Performs notifications and escalations within prescribed Performance Requirement Summary (PRS) requirements.

·       Ensures incident reports include adequate notes for later review and analysis.

·       Ensures follow-up change tickets are submitted and scheduled as appropriate.

·       Ensures that incident tickets have the most current information and or corrective action(s).

·       Provides input to problem management teams during root cause investigations.

·       Must have functional knowledge of and experience with Remedy.

·       Must have proficiency in Microsoft operating platforms and office applications.

·       Must have exceptional collaboration and communication skills.

·       Must have strong analytical and problem-solving skills.

·       Must have ability to communicate clearly to both technical and non-technical stakeholders.

·       Must have ability to work in a fast-paced environment.

·       Must have ability to brief senior military and government leaders.

Qualifications

• Qualifications:

• ·       Bachelor's degree in related field and 8+ years of related experience, OR Master's degree and 6+ years of related experience, OR 12+ years of related experience in lieu of degree.

• Clearance:

• Must be a U.S. Citizen with an active Top Secret Clearance to start; must be able to obtain a TS/SCI.