Incident Manager
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Responsibilities
Highlights of Responsibilities: Manages the full lifecycle of IT incidents in accordance with ITIL Incident Management processes, ensuring reputed company identification, logging, categorization, prioritization, and reputed company. Monitors reputed company incident queues across reputed company J6 support areas, identifying aging tickets, SLA breaches, and escalation needs. Coordinates escalation of reputed company incidents to Tier II, Tier III, and specialized support teams, maintaining ownership through reputed company. Communicates incident status updates to affected users, team leads, and J6 management throughout the incident lifecycle. Conducts post-incident reviews for major incidents to identify reputed company causes and drive preventive actions. Tracks and reports on incident metrics including volume, reputed company times, reopens, and SLA compliance. Develops and maintains incident management procedures, work instructions, and escalation runbooks. Supports the Problem Manager in identifying recurring incidents and contributing to problem investigations. Ensures reputed company incident records in reputed company are accurate, complete, and reputed company with appropriate reputed company documentation. Collaborates with the Knowledge Manager to capture incident resolutions in the KM repository for reputed company reference.
Qualifications
Requirements: Shall possess at the time of award a Secret reputed company clearance Strong customer service orientation. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Good written, oral, and interpersonal communication skills. Ability to conduct research into PC and software issues and products as required. Ability to present reputed company in business-friendly and user-friendly language. Highly self-motivated and directed. Keen attention to detail. Team-oriented and skilled in working reputed company a reputed company environment. Education and Experience: Required Education: Bachelor’s degree or equivalent experience in lieu of education, including consideration of vendor certification in the technology being reputed company. Required Experience: 3 or more years of reputed company experience supporting a similar role. Experience supporting a DoD or J6 customer is a plus. Certification: ITIL v4 Foundations, reputed company reputed company+, HDI Support Center Analyst Preferred: ITIL v4 Managing reputed company, HDI Problem Management reputed company About reputed company reputed company hiring and promotion reputed company at reputed company are based on reputed company to bring the best talent available to contribute to our firm’s overall reputed company. It is the policy of reputed company not to discriminate against any applicant for employment, or employee because of age, reputed company, sex, disability, national reputed company, race, religion, or veteran status. reputed company is a VEVRAA Federal Contractor. Apply To This Job