Incident & Problem (I&P) Manager w/Secret Clearance

TekSynap•Washington, DC

6d•Onsite

About The Position

We are seeking an Incident & Problem (I&P) Manager for the CSES contract. The Incident & Problem Manager manages incident, service request, and problem services and their underlying processes. This position coordinates with CCS and DT process/service owners to improve response, restoration, request fulfillment, and problem analysis in order to reduce customer downtime and inconvenience. The role may change or cease if a separate enterprise incident or problem task is executed, to avoid duplicate responsibilities.

Requirements

Experience managing incident, request fulfillment, and problem services while delivering process improvements in managed services requirements of similar size, scope, and complexity.
ITIL 4 Managing Professional certification, or current equivalent ITIL 4 role-aligned certification; related modules/exams should be stated.
Current role-based Microsoft Associate or Expert certification relevant to the assigned technology stack; certification should bestated.
Bachelor’s in IT or related field or additional 4 years experience in lieu
Secret Clearance
U.S. Citizenship

Responsibilities

Manage incident, request fulfillment, and problem management processes across service areas.
Improve incident response, service request fulfillment, escalation, communication, and closure practices.
Drive problem analysis, root cause identification, known error management, and corrective action coordination to reduce recurrence and customer impact.
Coordinate with ITSC, desk-side support, release, change, configuration, knowledge, and service delivery teams to ensure end-to-end process alignment.
Use operational data to identify trends, recurring issues, bottlenecks, and opportunities for process improvement.
Prepare performance reports and improvement recommendations for program and Government review.