ITSM Incident and Problem Manager

Global Enterprise Services, LLC • Fort Meade, MD

4d • Remote

About The Position

GES was awarded U.S. Air Force Cloud One Architecture and Common Shared Services contract and is currently seeking an Incident and Problem Manager supporting AWS, Azure, Google, and Oracle clouds. This is an exciting opportunity to use your experience help modernize a leading, global-scale multi-cloud environment in support of a critical mission, supporting USAF system resiliency, security, and cost effectiveness.

Requirements

• Proven experience in Incident and/or Problem Management within complex, high-availability ICT environments
• Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and Knowledge Management
• Ability to operate effectively under pressure, managing competing priorities while maintaining clear, high-quality communication
• Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership
• Demonstrated ability to champion, develop and uplift ITIL process maturity, including training and coaching operational teams
• Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors
• Bachelor's and five (5) years or more of experience; master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.
• Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment
• US citizenship required
• Certifications: CompTIA Security+ or equivalent (IAT-2)

Nice To Haves

• ITIL v4 certification, ITSM tools (e.g. ServiceNow, JIRA) and Defence or secure environment experience highly regarded
• Experience with USAF Cloud One or Platform 1
• Experience with Knowledge Management
• ITIL Certification

Responsibilities

• Lead day-to-day Incident Management activities, ensuring rapid restoration of service and adherence to agreed SLAs
• Provide command and control of Major Incidents, chairing technical bridge calls, coordinating SMEs and directing resolution activities
• Maintain accurate, high-quality incident records, outage documentation and communications to support availability reporting and stakeholder awareness
• Manage the full Problem Management lifecycle, including root cause analysis, Known Errors, workarounds and preventative actions
• Drive trend analysis and produce high-quality reports with insights and recommendations for technical and executive audiences
• Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-aligned processes
• Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational resilience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees