Description
The Digital Modernization Sector at Leidos has an opening for an Incident Manager - to oversee all aspects of the incident management process, from evaluation to resolution. An Incident Manager records all issues and helps to design ways to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions.
Job Duties/Responsibilities:
Analysis and reporting of incident trend data to identify and eliminate root causes.
Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure.
Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
Facilitating and coordinating technical meetings.
Facilitating postmortem investigations into high impact results.
Providing governance for root cause analysis between technical teams.
Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
Create and submit knowledge articles.
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
Assign Incidents to appropriate Tier 2 Support Group.
Keep Incident tickets updated with a current status at agreed intervals.
Document troubleshooting steps and service restoration details.
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
Verify resolution with users and resolve Incidents in ITSM tool.
Escalate Major Incidents to the appropriate T2/3 Support Groups.
Point of contact for all Major Incidents.
Owns all Incidents throughout the lifecycle.
Requirements
Required Clearance: TS/SCI with Poly
Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master’s and 4 years, bachelor’s and 6 years, associates and 8 years or HS Diploma and 10 years.
Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.
While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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