Project Mgr II - Tech

BAE Systems•Chantilly, VA

About The Position

BAE Systems is seeking an Incident Manager to support an Intelligence Community (IC) program. This role involves providing network support for the customer’s various wide area networks (WANs) and local area networks (LANs) across multiple classifications at an enterprise level. The Incident Manager will be responsible for analyzing incident trends, identifying root causes, and initiating actions to prevent service interruptions. This position requires producing statistics and reports on repeat incidents, assisting with fault diagnosis, facilitating technical and postmortem meetings, and providing governance for root cause analysis. The role also includes creating knowledge articles, recording and classifying incidents, managing incident tickets, documenting troubleshooting steps, associating incidents with other records, monitoring incident queues to meet SLAs, verifying resolutions with users, and escalating Major Incidents. The Incident Manager will be the point of contact for all Major Incidents and will own all incidents throughout their lifecycle.

Requirements

10 years of experience that can be a combination of work history and education.
Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
Working knowledge of Service Now or similar IT Service Management (ITSM) products.
Intermediate-level knowledge of MS Office products Word, Excel, PowerPoint, and Visio.
Ability to represent the team and deliver status reports to internal and external leadership.
Excellent organizational and follow through skills.
Strong communication (written and verbal) skills.
Detail oriented with problem-solving skills.

Responsibilities

Analysis and reporting of incident trend data to identify and eliminate root causes.
Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure.
Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
Facilitating and coordinating technical meetings.
Facilitating postmortem investigations into high impact results.
Providing governance for root cause analysis between technical teams.
Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
Create and submit knowledge articles.
Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
Assign Incidents to appropriate Tier 2 Support Group.
Keep Incident tickets updated with a current status at agreed intervals.
Document troubleshooting steps and service restoration details.
Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
Verify resolution with users and resolve Incidents in ITSM tool.
Escalate Major Incidents to the appropriate T2/3 Support Groups.
Point of contact for all Major Incidents.
Owns all Incidents throughout the lifecycle.