Operations/Incident Managers - Military veterans preferred

2018-12-22
SAIC (www.saic.com)
Other

/yr

  full-time   employee


Bethesda
Maryland
20817
United States

Description

Job Description:

The Operations/Incident Managers oversee and manager the work of the customer service support function which includes Resolving end users requests or problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer workflows. Incumbents managed may perform electronic data processing, and may route calls to specialists in the areas supported. Maintains and updates records and tracking databases.  The Operations/Incident Managers shall provide 24x7 operations (shift work) and incident management services, coordination of “Process Management,” scheduling and reporting for OMS monitoring services, as well as monitoring of non- critical services.  The Operations/Incident Managers shall also continuously maintain an enterprise-wide schedule of all planned preventive maintenance activities across CIT, i.e. industrial standard change management functions.  The Government requires the Operations/Incident Manager to perform active monitoring 24x7 and maintain 99.99% operational availability.  The Contractor shall open, monitor/track, and report the status and closure of events occurring within these management processes, and document them in the ServiceNow tracking system (or replacement).

 

Qualifications

 Required Qualifications:

  • Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience; PhD and 0 years related experience. 10 years’ experience in Operations Management in lieu of degree

  • Five years working in 24x7 IT Operation environment, including knowledge of network operation, applications, hardware, monitoring, and operating systems, supporting approximately 45,000 users

  • Three years leading a team in the 24x7 IT Operations environment

  • Five years of experience working in Security Operations environment as a Critical Incident Manager

  • Experience writing reports for executive leadership

  • Public Trust

 

Desired Experience:

  • Critical Incident Management Services

  • Tier 1 Enterprise Operations Management Standard Operating Procedure (SOP)

  • Operations Management Reports

  • Maintain Disaster Recovery Plans and Continuity of Operations