Incident Manager

Location: MacDill AFB, FL
Date Posted: 01-03-2018
AC4S has an immediate opening for a skilled Incident Manager.
 
As the Distributed Computing Incident Manager, you will be responsible for:
  • Collection of incident information and tracks incidents from identification through resolution ensuring a quality end-to-end customer experience
  • Conducting initial assessments, triage, and coordinate for resolution of priority incidents
  • Communicating progress of incident resolution and engages other resources as appropriate to resolve incidents that are beyond the scope of initial groups by routing incidents, as necessary, to product line, application, or system support specialists.
  • Ensuring that incident resolution meets established Service Level Agreements (SLA)
  • Monitoring incidents for patterns and establishes problem records as needed.
  • Managing all Distributed Computing Queues in the Enterprise to ensure appropriate operational tempo is being executed and proper handling is occurring for all incidents. This includes validating incident status, responding to routing questions, requesting updates from assigned technicians, and updating ticket information to ensure proper categorization.
 
You will also maintain Incident Management Standard Operating Procedures and provide incident status reports to leadership and customers on-demand and per assigned schedules.
  • Manage Major Incidents (Critical and High Priority for Major Outages and VIP customers) to ensure real-time, accurate information is provided to all parties and that the customer is supported with the appropriate urgency.
  • Coordinate communications with contractor and government elements to ensure collaboration occurs and mission support is received as required.
  • Compile data in order to accurately scale issues and support with proper resources and priority.
  • Validate customer satisfaction regarding resolution of issues.
  • Brief the appropriate Government personnel to ensure understanding of the issue causing the incident, impact to mission, reason for outage and corrective actions taken.
  • Team with Consolidated Service Desk (CSD) to ensure they are provided with instructions needed to perform initial troubleshooting.
  • Ensure CSD is aware of information required when escalation of an issue is required.
  • Respond to Customer Surveys, ensuring customer satisfaction whenever possible and reporting unresolved and high visibility customer grievances to leadership.
  • Coordinate acknowledgement and response actions with fellow Incident Managers and leadership; recommend problem record generation as needed.
 
Required education, training, skills, and experience
6+ years of experience in information systems operations environment
Demonstrated ability to coordinate cross-functional work teams toward task completion
Demonstrated effective leadership and analytical skills
Advanced written and verbal communication skills are a must
 
Preferred education, training, skills, and experience highly desired:
ITIL Version 3 Foundations
ITIL: Release, Control, & Validation


SECURITY CLEARANCE IS REQUIRED
 
AC4S is an Equal Opportunity Employer, including disabled and vets
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