Description:
Incident Manager
Job ID: HITS01131052
Job Description:
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Responsible for Incident Management and enterprise optimization and efficiencies. Oversees CONUS and OCONUS, senior-level tech support, depot management, field support, service desk Incident management prioritization, resource allocation, processes, and service restoration•
Manages execution and performance monitoring against defined Service Level Agreements (SLAs)
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Ensures proper prioritization, escalation, communication, and coordination for enterprise Incident management
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Determines priority of action and additional resources required, based on severity of service interruption
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Provides technical analysis to all customers to isolate issues and develop strategies to restore or activate services
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Interacts with field engineers, system administrators, and program staff regarding ongoing Incident management activities and the corresponding resolution plan and status
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Serves as action officer and has an intimate knowledge of IT business processes
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Coordinates troubleshooting and service restoration activities throughout the enterprise, utilizing ITIL v3 processes, IT management tools, and distributed technical resources
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Performs troubleshooting and has a strong IT background in networking, servers, storage, desktops, and applications support
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Creates and manages an Incident log prioritizing and managing VIP and high priority and mission affecting enterprise incidents
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Monitors, detects, and initiates immediate action on events and incidents as they occur in the network
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Collects and analyzes events and incidents from multiple sources and correlating information to ensure proper resource allocation and service restoral prioritization occurs
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Produces analysis and reports to demonstrate where incidents are occurring and facilitate the implementation of corrective and preventative measures
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Conduct detailed trend analysis of historical incidents and system information/performance data to identify potential issues in a proactive manner
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Advises the Program staff on the best business processes to use to achieve desired results
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Able to perform and/or lead activities related to problem identification, recording, classification, investigation, diagnosis, solution implementation, closure, and after action evaluation in a diverse, globally-distributed environment
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Manage communication both verbal and written with support teams and senior managers regarding problem findings, status, and resolution
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Coordinate the appropriate resources and work closely with a variety of cross-functional groups/vendors to resolve critical problems in the environment
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Apply problem management experience and comprehensive understanding of IT infrastructure environments to quickly identify and distinguish between hardware, software, network, and server problems; recognize the customer-base impact and severity of problems; and recognize the small issues that lead into large problems across various operational locations
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May direct the work of other staff members using established guidelines, procedures, and policies
Qualifications:
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Bachelors degree or equivalent experience in IT Engineering, or related field
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Minimum 3 years experience leading or supervising technical staff; includes employee task assignment and management, motivation, coaching, and providing timely defensible constructive feedback
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Previous experience supporting executive or VIP clients
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Minimum 3-5 years experience providing user device (PC, mobile device, printer, etc.) support
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Minimum 3-5 years experience with a broad range of exposure to all aspects of IT service delivery including LAN, WAN, Server, application, storage, and user-device troubleshooting and support
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3+ years experience in Windows Systems Domain/Enterprise Administration
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3+ years of experience with Active Directory and other LDAP technologies
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DNS, DHCP, WINS experience
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Experience managing numerous projects and/or activities simultaneously ensuring the correct priorities are assigned and completed within the constraints of resources
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Thorough understanding of ITIL methodologies, including Incident, Problem, Change, and Availability Management
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Exceptional analytical, organizational, technical and leadership skills to manage client engagements and internal resources in order to provide premier customer service
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Ability to develop strong business relationships and negotiate with clients, vendors, and internal resources
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Ability to understand and communicate complex technical concepts and business issues verbally and in writing to clients, associates and management
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Experience briefing senior managers, managing expectations, and achieving planned schedule and cost objectives
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ITIL v3 Foundations, or higher, certification
Preferred Additional Skills:
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Experience supporting DHS USCIS is desired•
IT Certifications related to networking, operating systems, hardware, or software
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Ability to make decisions based on the given data in a timely fashion
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Handle difficult situations and act quickly to resolve them
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Analytical and problem solving skills
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Customer focus and ability to manage client expectations
Please be aware that many of our positions require a security clearance, or the ability to obtain one. Security clearances may only be granted to U.S. citizens. In addition, applicants who accept a conditional offer of employment may be subject to government security investigation(s) and must meet eligibility requirements for access to classified information.
By submitting your résumé for this position, you understand and agree that Harris Corporation may share your résumé, as well as any other related personal information or documentation you provide, with its subsidiaries and affiliated companies for the purpose of considering you for other available positions.
Requirements:
Expertise Engineering
Education Bachelors (or equivalent work experience)
JobType Full Time
Locale USA - MS - Gulfport
Preferred Language English
Micro Code: HIT
