Incident Manager
Reference # :
20-00839 Title :
Incident Manager Location :
Fairfax, VA Position Type :
Full Time/Contract Experience Level :
Start Date / End Date :
10/08/2020 / 05/23/2021 Description MUST HAVE ACTIVE PUBLIC TRUST CLEARANCE!
Summary:
We are seeking a Critical Incident and Problem Manager responsible for managing the full lifecycle of critical IT service outages and IT problems.
The lifecycle includes identification, categorization, prioritization, diagnosis, drafting known error information, root cause analysis facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders and external Federal leaders and end users , Incident and Problem process management and control, closure, evaluation, review, process reporting, and process improvement.
Duties:
Responsible for creating, facilitating, controlling, reporting, documenting and improving both Critical Incident and Problem Management processes in support of an Enterprise IT Shared Services environment for a Federal department.
Ability to effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various critical incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.
Ability to effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
Facilitate routine root cause analysis and problem review meetings and provide documented status.
Position responsibilities will generally be handled during the work day, but this role will also need to be available after hours when critical incidents arise to facilitate team collaboration, internal and external communication, and the logging and reporting of the issue via various mediums whenever those events arise and under the direction of the documented processes, contract, and Federal leadership.
Education and Training Requirements:
Must have a minimum of 7 years of experience, or a Bachelor's Degree and 5 years of experience, providing IT Incident and Problem Management services supporting Service Desk, IT Operations and Engineering, and Data Center.
ITIL Foundations certification recommended.
Higher ITIL certifications preferred.
Ability to review various ticket types, system events, IT metrics, and other operational data to assess events that may cause incidents, assess the status of existing incidents and correlate repeating incidents into problems, and make recommendations for process improvements using tools such as BMC Remedy (ITSM), T-Metrics (ACD), SolarWinds (Events), MS SCCM (Patching), and BigFix (Security).
Must be an effective communicator and facilitator of information to peers, management, Federal leadership and Federal executives.
MUST HAVE AN ACTIVE PUBLIC TRUSTCLEARANCE #CB RCM Technologies is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors.
RCM partners with clients to define implement and manage a broad range of technologies across multiple platforms, systems, and networks.
Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
RCMTechnologies, (USA) Inc.
is an Equal Opportunity Employer M/F/D/V.
RCMT encourages applicants of all ages.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
20-00839 Title :
Incident Manager Location :
Fairfax, VA Position Type :
Full Time/Contract Experience Level :
Start Date / End Date :
10/08/2020 / 05/23/2021 Description MUST HAVE ACTIVE PUBLIC TRUST CLEARANCE!
Summary:
We are seeking a Critical Incident and Problem Manager responsible for managing the full lifecycle of critical IT service outages and IT problems.
The lifecycle includes identification, categorization, prioritization, diagnosis, drafting known error information, root cause analysis facilitation and reporting, implementation of both workarounds and permanent fixes, communication to internal stakeholders and external Federal leaders and end users , Incident and Problem process management and control, closure, evaluation, review, process reporting, and process improvement.
Duties:
Responsible for creating, facilitating, controlling, reporting, documenting and improving both Critical Incident and Problem Management processes in support of an Enterprise IT Shared Services environment for a Federal department.
Ability to effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various critical incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.
Ability to effectively document root cause analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
Facilitate routine root cause analysis and problem review meetings and provide documented status.
Position responsibilities will generally be handled during the work day, but this role will also need to be available after hours when critical incidents arise to facilitate team collaboration, internal and external communication, and the logging and reporting of the issue via various mediums whenever those events arise and under the direction of the documented processes, contract, and Federal leadership.
Education and Training Requirements:
Must have a minimum of 7 years of experience, or a Bachelor's Degree and 5 years of experience, providing IT Incident and Problem Management services supporting Service Desk, IT Operations and Engineering, and Data Center.
ITIL Foundations certification recommended.
Higher ITIL certifications preferred.
Ability to review various ticket types, system events, IT metrics, and other operational data to assess events that may cause incidents, assess the status of existing incidents and correlate repeating incidents into problems, and make recommendations for process improvements using tools such as BMC Remedy (ITSM), T-Metrics (ACD), SolarWinds (Events), MS SCCM (Patching), and BigFix (Security).
Must be an effective communicator and facilitator of information to peers, management, Federal leadership and Federal executives.
MUST HAVE AN ACTIVE PUBLIC TRUSTCLEARANCE #CB RCM Technologies is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors.
RCM partners with clients to define implement and manage a broad range of technologies across multiple platforms, systems, and networks.
Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
RCMTechnologies, (USA) Inc.
is an Equal Opportunity Employer M/F/D/V.
RCMT encourages applicants of all ages.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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