Job Description

Description

SAIC is seeking a highly motivated Incident Manager to support the USSOCOM SITEC 3 Enterprise Operations and Maintenance (EOM) contract. Your career at SAIC enables USSOCOM to fulfill its mission to “provide fully capable Special Operations Forces (SOF) to defend the United States and its interests and synchronize planning for global operations against terrorist networks.” As a member of our team, you will partner with SOF military and civilian members to provide world-class IT services and support that connects over 60,000 users around the world in the areas of software development/maintenance, network services, security, end-user computing, and test and evaluation. This position is based at Fort Bragg, North Carolina. 

The Incident Manager is responsible for managing the lifecycle of incidents from identification to resolution. Additionally, the Incident Manager:

• Manages the rapid progression of incidents from creation to completion.
• Performs trend analysis on incidents and publishes reports as directed.
• Formats and disseminates reports to peers and subordinate NetOps centers.
• Participates in meetings and conferences as directed.
• Provides technical analyses of incidents to peers and subordinate NetOps centers.
• Documents the relationship of incidents to configuration items.
• Documents and tracks plans to resolve, prevent, and mitigate future incidents of the same nature.
• Sets up IT support systems so end users can utilize systems with minimal issues.
• Monitors the effectiveness of the incident management process and makes recommendations for improvement.
• Develops and implements the incident management process.
• Analyzes incident trends and recommends corrective actions, as necessary.
• Engages and coordinates technical resources across IT support teams.
• Ensures that the incident management process is followed.
• Performs notifications and escalations within prescribed Performance Requirement Summary (PRS) requirements.
• Ensures incident reports include adequate notes for later review and analysis.
• Ensures follow-up change tickets are submitted and scheduled as appropriate.
• Ensures that incident tickets have the most current information and or corrective action(s).
• Provides input to problem management teams during root cause investigations.
• Must have functional knowledge of and experience with Remedy.

Qualifications

• Bachelor's degree and 5+ years of related experience, OR Master's degree and 3+ years of related experience, OR 9+ years of related experience in lieu of degree.
• Must be a U.S. Citizen with an active Secret Clearance to start; must be able to obtain a TS/SCI. 
• Must have active CompTIA Security+ certification or DoD 8140 equivalent
• Proficiency in Microsoft operating platforms and office applications.
• Exceptional collaboration and communication skills.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly to both technical and non-technical stakeholders.
• Ability to work in a fast-paced environment.
• Ability to brief senior military and government leaders.

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