Description
Description
SAIC is hiring for an Incident Manager to support the Special Operation Command Information Technology Enterprise Contract (SITEC) – 3 EOM. This position is located at MacDill AFB in Florida. The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.
Responsibilities:
Manage the lifecycle of IT incidents, from detection to resolution, ensuring efficient service restoration and minimal disruptions.
Monitor systems to detect disruptions, prioritize incidents, and coordinate response teams for timely resolution.
Communicate updates to stakeholders, escalate critical incidents, and maintain transparency throughout the process.
Identify root causes, analyze data, and implement strategies to prevent future incidents and improve system reliability.
Maintain detailed records of incident activities and share reports with insights, trend analyses, and recommendations.
Drive process improvements, modernize tools, and document plans to mitigate recurring issues and enhance efficiency.
As required, process and manage Authorized Service Interruptions (ASIs) for the SOF Information Enterprise (SIE).
Ensuring incident reports include adequate notes for later review and analysis.
Ensuring follow-up change tickets are submitted and scheduled as appropriate.
Facilitate collaboration among technical resources, ensure follow-up actions like change tickets, and continuously refine the incident management process.
Qualifications
A DoD TS/SCI clearance is required
Remedy experience required.
Strong written and verbal skills.
Strong attention to detail.
Must be able to work nights, weekends, and holidays.
Highly Desired:
Current ITIL 3 or 4 foundations certified
Riverbed Experience
Service Now Experience
ASI experience
Apply on company website
Find Connections via Linkedin
