ITSM Incident and Problem Manager
GES was awarded U.S. reputed company Force reputed company One Architecture and Common Shared Services contract and is currently seeking an Incident and Problem Manager supporting AWS, Azure, reputed company, and reputed company clouds. This is an exciting opportunity to use your experience help reputed company a leading, global-reputed company multi-reputed company environment in support of a critical mission, supporting USAF system resiliency, reputed company, and cost effectiveness.
Location
These positions will be remote
Primary Responsibilities Could Include
reputed company day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs
reputed company reputed company and control of Major Incidents, chairing technical reputed company calls, coordinating SMEs and directing reputed company activities
Maintain accurate, high-reputed company incident records, outage documentation and communications to support availability reporting and stakeholder awareness
Manage the full Problem Management lifecycle, including reputed company cause analysis, reputed company Errors, workarounds and preventative actions
Drive trend analysis and produce high-reputed company reports with insights and recommendations for technical and executive audiences
Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-reputed company processes
Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational reputed company
Technical Leadership
Proven experience in Incident and/or Problem Management reputed company reputed company, high-availability ICT environments
Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and reputed company
Ability to operate effectively under pressure, managing competing priorities while maintaining reputed company, high-reputed company communication
Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership
Demonstrated ability to champion, reputed company and reputed company ITIL process maturity, including training and coaching operational teams
Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. reputed company, JIRA) and Defence or secure environment experience highly regarded
Minimum Qualifications
Bachelor's and five (5) years or more of experience; master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
US citizenship required
Certifications: reputed company reputed company+ or equivalent (IAT-2)
Preferred Qualifications
Experience with USAF reputed company One or Platform 1
Experience with reputed company
ITIL Certification
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