Incident Manager

General Dynamics Information Technology•Washington, DC

6d•$147,292 - $199,278•Onsite

About The Position

Transform technology into opportunity as an Incident Manager with GDIT. A career in IT means connecting and enhancing the systems that matter most. As an Incident Manager, you are the foundation of our overall approach to executive IT support. At GDIT, people are our differentiator. As an Incident Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on an Incident Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

Requirements

BA/BS (or equivalent experience), 5+ years of experience
ITILv4 Foundations
Active Top Secret with SCI Eligibility
US Citizenship Required

Nice To Haves

BS/BA Highly Desired
ITIL 4 Practitioner: Incident Management
Cisco Certified Network Associate (CCNA)
Security+
other leading market vendor certifications

Responsibilities

Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services.
Act as a key member of the quality control process by receiving issues through a triage process and routing them to the appropriate technicians.
Define the process for how the team should work when handling incidents and following protocols.
Use technical knowledge and experience to make appropriate decisions regarding incident resolution and service restoration.
Assist technicians with troubleshooting and provide guidance based on professional expertise.
Log all service request and incident details to ensure accurate record-keeping.
Restore provided IT services to normal operation as quickly as possible.
Report major system issues to upper management to maintain visibility on critical malfunctions.

Benefits

AI-powered career tool that identifies career steps and learning opportunities
An internal mobility team focused on helping you achieve your career goals
Comprehensive benefits and wellness packages
401K with company match
competitive pay and paid time off
variety of medical plan options, some with Health Savings Accounts
dental plan options
a vision plan
a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
full flex work weeks where possible
a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
short and long-term disability benefits
life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available