Incident Management (Network Engineer II) (Government)
About The Position
AT&T Global Public Sector is hiring an Incident Manager for its National Security Team, which supports the intelligence community by providing, operating, and assuring critical voice, video, and collaboration services. The role oversees the incident management process from evaluation through resolution, records issues, and develops ways to prevent recurrence. It manages technical support teams, establishes procedures for addressing problems, and develops solutions. This is a full-time, onsite position performed five days per week at a government customer site in Chantilly, Virginia. No relocation is offered. The role requires a TS/SCI clearance with polygraph and compliance with DoD 8140 Information Assurance Technical (IAT) Level 2. The advertised annual salary range is $89,200–$194,000; individual starting salary may depend on geography, experience, expertise, and education or training.
Requirements
- 10 years of experience, which may be a combination of work history and education; stated equivalencies are a doctorate and 3 years, master's degree and 4 years, bachelor's degree and 6 years, associate degree and 8 years, or high school diploma and 10 years.
- Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
- Required clearance: TS/SCI with polygraph.
Responsibilities
- Analyze and report incident trend data to identify and eliminate root causes.
- Initiate actions to address potential service interruptions identified through proactive analysis and trending of IT systems and infrastructure.
- Produce statistics and reports on repeat incidents across the organization and manage issues through resolution.
- Assist in diagnosing faults and determine whether new incidents relate to known errors or existing problem records.
- Facilitate and coordinate technical meetings.
- Facilitate postmortem investigations into high-impact incidents.
- Provide governance for root cause analysis between technical teams.
- Produce statistics and reports on Incident and Problem Management process performance.
- Create and submit knowledge articles.
- Record and classify received incidents, and make an immediate effort to restore failed IT services.
- Assign incidents to the appropriate Tier 2 Support Group.
- Keep incident tickets updated with current status at agreed intervals.
- Document troubleshooting steps and service restoration details.
- Associate incidents with related records, including incidents, changes, problems, knowledge articles, and known errors.
- Monitor incidents and manage queue workload to ensure Service Level Agreements and Operational Level Agreements are respected.
- Verify resolutions with users and resolve incidents in the ITSM tool.
- Escalate major incidents to the appropriate Tier 2 or Tier 3 Support Groups.
- Serve as the point of contact for all major incidents.
- Own incidents throughout their lifecycle.
Benefits
- Medical, dental, and vision coverage
- 401(k) plan
- Tuition reimbursement program
- Paid time off and holidays, including at least 23 vacation days each year and 9 company-designated holidays, based on date of hire
- Paid parental leave
- Paid caregiver leave
- Additional sick leave may be available beyond what state and local law require; it is unprotected
- Adoption reimbursement
- Short- and long-term disability benefits
- Life and accidental death insurance
- Supplemental benefit programs, including critical illness, accident, hospital indemnity, and group legal
- Employee Assistance Programs (EAP)
- Employee wellness programs
- Employee discounts of up to 50% on eligible AT&T mobility plans and accessories, AT&T internet and fiber where available, and AT&T wireline phone
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
