Incident/Problem Manager

2018-05-26
CSRA (www.csra.com)
Other

/yr

  full-time   employee


Washington
District of Columbia
United States

JOB SUMMARY

GDIT which supports the Federal Energy Regulatory Commission (FERC) is seeking to add an experienced Incident/Problem Manager to join our team.

As part of the IT Service and Support (ITSS) team and reporting to the IT Support Center (ITSC) Team Lead, the Incident/Problem Manager will be supporting the enterprise operations and maintenance of the FERC's IT environment.

This candidate will serve as a lead for the analysis, reporting, and resolution of incidents and problems across multiple support areas for IT Operations, which covers application support, and infrastructure services.

The Incident/Problem Manager will serve the needs of a diverse team of operational engineers to deliver with superior levels of issue tracking, control, and resolution.

This individual will also be responsible for coordinating incident/Problem resolution across multiple organizations and reporting to senior management.

JOB DESCRIPTION

  • Analyzes and coordinates inter-organization responses and troubleshooting activities on critical/high incidents.
  • Owns queue monitoring and incident and Problem reporting for daily status reports for management.
  • Executes the Incident and Problem Management process tasks in adherence to requirements.
  • Coordinates and manages the Incident and Problem Management process activities across the Operations team.
  • Works under the IT Service Manager for process improvement activities. Assists the IT Service Manager in driving Service management best-practice and ITIL process standardization.
  • Works with the Remedy team on productizing services and support through the Remedy console.
  • Leads Incident and Problem Management reporting.
  • Assists the IT Service & Support in identifying and planning for Incident and Problem Management process improvement projects
  • Drives implementation of standard execution of the Incident and Problem Management process.
  • Is responsible for acting as an escalation point to expedite Problem resolution.
  • Creates and maintains the incident and Problem management practice.
  • Works alongside the Service Desk to respond to major incidents quickly and effectively.
  • Assists with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
  • Drives root cause analysis.
  • Drives Problem analysis to a conclusion to determine the root cause for any Critical or High Impact incidents as well as for any recurring incidents
  • Performs related duties as assigned or requested.
     

RESPONSIBILITIES & DUTIES

  • Primary POC for Major outages
  • Perform Outage Notifications and status update
  • Act as a point of escalation to resolve Service Restore issues
  • Participate in After Action Report meetings and data gathering sessions as required
  • Create and deliver reports as needed
  • Provide training to support teams on processes
  • Participate in regular reviews of SOPs
  • Cross train and have the ability to move within the service management team

     

QUALIFICATIONS & SKILLS

  • BS/BA in related field preferred, or equivalent combination of education and experience.
  • ITIL v3 Foundation (Required)
  • ITIL Intermediate Service Operation (Preferred)
  • Effective communication skills for delivering content feedback, writing reports and making presentations.
  • Ability to work independently and lead others during projects.
  • Proficiency with spreadsheets and database software.
  • Experience with BMC Remedy.

Additional Requirements:

Candidates in this role are required to wear business casual attire Monday through Fridays. Business casual is a polo shirt, dress shirt and/or sweater, khakis or dress pants and business shoes. Additional Requirements:

Applicants must be able to demonstrate their written communication skills via a writing sample [not to exceed 2 pages] exemplifying their ability to communicate with customers in a clear, professional, courteous, and grammatically correct manner ?

 

ATTRIBUTES FOR SUCCESS

to succeed in this position the candidate must have

  • Excellent verbal and written communication skills.
  • Detail oriented, able to multitask and meet deadlines.
  • Strong analytical, Problem-solving, and conceptual skills.
  • Exceptional teamwork and interpersonal skills.
  • Ability to deal with problems as they arise in a professional manner.
  • Expert knowledge of ITIL v3.
  • Thorough knowledge of IT concepts, strategies and methodologies.
  • Experience with BMC Remedy.
     

SUMMARY

  • Location in Washington DC
  • Limited travel possible
  • No Remote or Tele-work

 

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