Incident Manager

Our client, an innovator within the federal government industry, is hiring an Incident Manager to join the team remotely on a contract basis. The successful candidate will be responsible for standardizing and optimizing Incident Management processes to enhance consistency and efficiency across all projects and contracts.

Responsibilities

• Lead a team to swiftly resolve critical IT incidents, ensuring compliance with service level agreements (SLAs) and operational level agreements (OLAs).

• Provide timely and clear communication with business stakeholders and leadership throughout the incident lifecycle, from initiation to resolution.

• Coordinate and document the sequence of events during incident management calls and meetings.

• Ensure incident resolution details are accurately recorded in management systems, working with problem management to identify trends and reduce recurring, service-impacting issues.

• Collaborate with leadership to evaluate organizational skill sets and engage relevant subject matter experts during incident resolution.

• Maintain and refine incident management processes, tools and templates.

• Maintain a comprehensive understanding of IT product delivery and operations across various projects.

Skillset

• US Citizenship required with the ability to obtain a Public Trust clearance.

• Bachelor’s Degree with at least five years of experience in Incident Management.

• Strong expertise in Incident Management for government contracts

• Extensive knowledge of ITIL standards and service delivery best practices.

• Demonstrated experience in executing Incident Management for large-scale technical service providers.

• Ability to manage complex incidents while maintaining composure and focus.

• Exceptional communication, problem-solving and analytical skills.

• Must be available for on-call rotation.

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