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 Incident Manager oversees the incident management process from evaluation through resolution, records issues, helps prevent recurrence, manages technical support teams, creates problem-handling procedures, 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 position requires a TS/SCI clearance with polygraph and compliance with DoD 8140 Information Assurance Technical (IAT) Level 2. Candidates must have 10 years of experience, which may be a combination of work history and education, with education-and-experience equivalencies described in the posting.
Requirements
- 10 years of experience, which may be a combination of work history and education; stated equivalencies include 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.
- Compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
- Required TS/SCI clearance with polygraph.
Responsibilities
- Analyze and report incident trends to identify and eliminate root causes.
- Initiate actions to address potential service interruptions identified through proactive and trend analysis of IT systems and infrastructure.
- Produce statistics and reports identifying recurring incidents across the organization and manage issues through resolution.
- Assist with fault diagnosis and determine whether new incidents are related 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 among technical teams.
- Produce statistics and reports on Incident and Problem Management process performance.
- Create and submit knowledge articles.
- Record and classify received incidents and take immediate steps 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 workloads to ensure Service Level Agreements and Operational Level Agreements are respected.
- Verify incident resolution with users and resolve incidents in the ITSM tool.
- Escalate major incidents to the appropriate T2/T3 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 per year and 9 company-designated holidays, with pro-rating for employees working fewer than 40 hours per week
- Paid parental leave
- Paid caregiver leave
- Additional sick leave may be available beyond what state and local law require
- Adoption reimbursement
- Short- and long-term disability benefits
- Life and accidental death insurance
- Supplemental critical illness, accident, hospital indemnity, and group legal benefit programs
- Employee Assistance Programs
- Employee wellness programs
- Employee discounts 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
