IT Incident Manager, Senior

Booz Allen Hamilton•Usa, FL

14h

About The Position

IT Incident Manager, Senior The Opportunity: You know that IT project managers touch every single part of a business and wear multiple hats: from caring for the client and being a key contributor to their employees’ growth. We’re looking for someone like you to help our clients meet their mission by ensuring the swift management of IT incidents from report to completion . This Roles Duties Include: Perform trend analysis on incidents, developing, and publishing reports as directed. Format and disseminate reports to higher, peer, and subordinate NetOps Centers. Participate in meetings and conferences as directed. Provide technical analyses of incidents to higher, peer, and subordinate NetOps Centers. Document the relationship of incidents to configuration items. Document and track plans to resolve, prevent, and mitigate future incidents of the same nature. Set up IT support systems so end users can utilize systems with minimal issues. Monitor the effectiveness of the incident management process and make recommendations for improvement. Develop and implement an incident management process. Analyze incident trends and recommend corrective actions, as necessary. Engage and coordinate technical resources across IT support teams. Ensure that the incident management process is followed. Perform notifications and escalations within prescribed service level agreements (SLAs). Ensure incident reports include adequate notes for later review and analysis. Ensure follow-up change tickets are submitted and scheduled as appropriate. Ensure that incident tickets have the most current information or corrective action. Provide input to problem management teams during root cause investigations. You’ll move quickly in an exciting and fluid environment to guide the incident management roadmap, establish resolution requirements, and implement metrics to track progress while bringing people together to make a tangible difference. Work with us to transform the future of digital platforms. Join us. The world can’t wait.

Requirements

6+ years of experience working on IT Projects
3+ years of experience in support of two or more of these areas, Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA), such as Oracle or Microsoft SQL Server, application software support, or network and application monitoring
2+ years of experience in IT Operations Support
Experience providing guidance and mentorship to less experienced employees
Knowledge of ticketing management software
Ability to support shift work and work a non-standard work schedule to support the client’s mission
TS/SCI Clearance
Bachelor's degree in Science, Technology, Engineering, or Mathematics

Nice To Haves

Knowledge of Remedy ticketing management Software
Possession of excellent written and verbal communication with attention to detail
Master's degree in Science, Technology, Engineering, or Mathematics
PMP Project Management Professional Certification
ITIL 4 Foundations Certification

Responsibilities

Perform trend analysis on incidents, developing, and publishing reports as directed.
Format and disseminate reports to higher, peer, and subordinate NetOps Centers.
Participate in meetings and conferences as directed.
Provide technical analyses of incidents to higher, peer, and subordinate NetOps Centers.
Document the relationship of incidents to configuration items.
Document and track plans to resolve, prevent, and mitigate future incidents of the same nature.
Set up IT support systems so end users can utilize systems with minimal issues.
Monitor the effectiveness of the incident management process and make recommendations for improvement.
Develop and implement an incident management process.
Analyze incident trends and recommend corrective actions, as necessary.
Engage and coordinate technical resources across IT support teams.
Ensure that the incident management process is followed.
Perform notifications and escalations within prescribed service level agreements (SLAs).
Ensure incident reports include adequate notes for later review and analysis.
Ensure follow-up change tickets are submitted and scheduled as appropriate.
Ensure that incident tickets have the most current information or corrective action.
Provide input to problem management teams during root cause investigations.