IT Incident Manager

Leidos • Huntsville, AL

1d • Onsite

About The Position

The Leidos NEST Program currently has an opening for an Incident Manager to work at our client site in Huntsville, Alabama. This is an interesting, fast paced and career enhancing opportunity to use your experience playing a key role in the NEST Program supporting NASA’s Mission back to the Moon and beyond. The NEST Incident Manager's primary responsibility is to lead the NEST Incident Technical Support Team of over 70 Technicians and Center based Incident Leads across multiple NASA locations and in promptly addressing and resolving any issues or disruptions that arise within NASA’s NEST managed technical infrastructure encompassing all NEST provided devices and NEST managed applications. This involves establishing and communicating clear/consistent protocols, guidance and direction for incident detection, response, and resolution. The NEST Incident Manager further serves as the central point of contact for updating key stakeholders - primarily NASA/WCS operational management and other relevant parties within NASA and NEST Program Management – of user impacting issues and trends related to NEST managed Services and devices. Additionally, the NEST Incident Manager is responsible for continually fine-tuning strategies, employing ongoing education, and guiding documentation updates, revisions and improvements based on changes introduced to the NASA production IT environment. Should unplanned user impacting events occur involving NEST managed devices/applications, the NEST Incident Manager acts, in conjunction with the NEST Event Manager, as the co-coordinator, bringing together the right technical resources and expertise. They facilitate collaboration between different IT teams, remove roadblocks, and ensure everyone is aligned on the resolution approach. This includes managing virtual war rooms, assigning tasks, and tracking/reporting progress. Finally, this position incumbent is frequently involved in planning and solution design activities to determine how to implement, measure and achieve desired or required Program directed outcomes. Previous experience and strong abilities to collect, organize, analyze, and present operational data through the use of trend projections, graphics and statistic-based probabilities coupled with the ability to communicate the predominantly technical information to a business-oriented audience will be a highly desired attribute beyond the stated basic requirement of demonstrated technical and personnel management skills.

Requirements

• BA/BS or equivalent experience and 4+ years or prior relevant experience or Masters with 2+ years of prior relevant experience.
• Knowledge of the NEST PWS, Section 6 Detailed
• ITIL Foundation knowledge and understanding
• Knowledge and understanding of the NASA IT architecture and the role NEST plays in deploying and managing that environment to meet NASA operational and Mission requirements
• Ability to remain calm, composed and clearly focused during high stress situations

Nice To Haves

• Previous NASA experience in IT management
• ITIL Certifications
• Previous experience as an IT Technical Support Technician
• Strong experience using and/or working in the ServiceNow ITSM application

Responsibilities

• Day to day monitoring and management of NEST Technical personnel processing user submitted Technical Support requests
• Principal POC for questions/direction on NEST User submitted Technical Support transactions
• Owner and SME of the NEST SOP for Incident Support
• Communication to NASA IT operations regarding user impacting issues, both planned and unplanned as well as ability to communicate complex technical issues/risks/impacts and corresponding solutions/mitigation steps to NEST Program Management

Benefits

• Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.
• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level