Incident Manager

Jacobs Engineering • Homestead, FL 33030

Posted 1 week ago

Job Description

USSOCOM's mission is to "Provide fully capable Special Operations Forces (SOF) to defend the United States and its interests and synchronize planning for global operations against terrorist networks." As a member of our team, you will partner with SOF military and civilian members to directly support this mission by providing world-class Information Technology services and support that connect over 60,000 users around the world.

Job Description

Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident Managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents. Incident managers must have the ability to follow procedures under stressful conditions and have excellent written and oral communications skills.

Typical Duties

* Setting up IT support systems so end users can utilize systems with minimal issues

* Monitoring the effectiveness of the incident management process and making recommendation for improvement

* Analyzing incident trends and recommending corrective actions as necessary

* Engaging and coordinating technical resources across IT support teams to resolve service interruptions

* Maintaining, updating, and enforcing the incident management process

* Performing notifications and escalations within prescribed service level agreements (SLAs)

* Ensuring incident reports include adequate notes for later review and analysis

* Ensuring follow-up change tickets are submitted and scheduled as appropriate

* Providing input to problem management teams during root cause investigations

* Creating on demand reports detailing current incident statuses

Qualifications:

Four years experience in IT Operations

Description: Hands-on experience in IT to include experience supporting Windows Servers, Unix Systems, Networking, Storage, Citrix, Server Virtualization, VOIP, Database Administration, Microsoft Application Software support, network and application monitoring

Required Certification: Employment is contingent upon obtaining and/or maintaining required certifications

* ITIL Foundations (ITSM)

Preferred Qualifications:

Preferred Education: Bachelor's Degree in management or information technology

Preferred Experience:

* Creating and presenting briefings to senior leaders

* Leading operations in a multi-discipline IT environment

* Troubleshooting and triaging a variety of IT issues to include: PC, software, and networking problems

* Using BMC Remedy 6.1 or higher.

* Creating, maintaining, and updating data analytic reports using BMC Remedy, Excel, or similar tools

Preferred Certifications: ITIL Operations Support and Analysis (OSA)

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