Today
Secret
Senior Level Career (10+ yrs experience)
$100,000 - $125,000
IT - Software
Whitehall, OH (On-Site/Office)
What You’ll Do:
• Own and manage the end-to-end functions of Incident and Problem Management as a cohesive discipline.
• Lead the coordination of incident response to ensure timely resolutions, effective stakeholder communication, and proper escalation management.
• Conduct root cause analyses and implement corrective actions to prevent the recurrence of major incidents.
• Develop and maintain standard operating procedures, workflows, and governance models for both incident and problem management domains.
• Monitor and report on SLAs, KPIs, and service health metrics to promote accountability and transparency.
• Collaborate with technical teams, service owners, and business stakeholders to ensure service continuity and resilience.
• Identify and drive process improvements by leveraging ITIL, Agile, and DevOps principles.
• Contribute to the strategic roadmap of the Service Management Office by integrating insights from incident and problem management into wider service strategies.
You Have:
• 10+ years of experience in IT Service Management, with direct responsibility for incident and problem management functions.
• 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA.
• 5+ years of experience in designing and implementing incident and problem management frameworks.
• 5+ years of experience in monitoring and reporting against SLAs and KPIs.
• 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence.
• Clearance Required: Secret.
• Master’s degree. Note: 8 year's work experience may be substituted for a Master's Degree.
Nice If You Have:
• Knowledge of ITIL, Agile, and DevOps methodologies
• Ability to prioritize and lead in dynamic, high-pressure environments
• Strong customer-centric mindset with effective stakeholder engagement skills
• Proven capability to facilitate collaborative problem-solving across both technical and business domains
• Excellent analytical, organizational, and decision-making abilities
• PMP Certification
• Own and manage the end-to-end functions of Incident and Problem Management as a cohesive discipline.
• Lead the coordination of incident response to ensure timely resolutions, effective stakeholder communication, and proper escalation management.
• Conduct root cause analyses and implement corrective actions to prevent the recurrence of major incidents.
• Develop and maintain standard operating procedures, workflows, and governance models for both incident and problem management domains.
• Monitor and report on SLAs, KPIs, and service health metrics to promote accountability and transparency.
• Collaborate with technical teams, service owners, and business stakeholders to ensure service continuity and resilience.
• Identify and drive process improvements by leveraging ITIL, Agile, and DevOps principles.
• Contribute to the strategic roadmap of the Service Management Office by integrating insights from incident and problem management into wider service strategies.
You Have:
• 10+ years of experience in IT Service Management, with direct responsibility for incident and problem management functions.
• 5+ years of experience with ITSM platforms such as ServiceNow, REMEDY, or JIRA.
• 5+ years of experience in designing and implementing incident and problem management frameworks.
• 5+ years of experience in monitoring and reporting against SLAs and KPIs.
• 3+ years of experience in a leadership role, fostering cross-functional alignment and service excellence.
• Clearance Required: Secret.
• Master’s degree. Note: 8 year's work experience may be substituted for a Master's Degree.
Nice If You Have:
• Knowledge of ITIL, Agile, and DevOps methodologies
• Ability to prioritize and lead in dynamic, high-pressure environments
• Strong customer-centric mindset with effective stakeholder engagement skills
• Proven capability to facilitate collaborative problem-solving across both technical and business domains
• Excellent analytical, organizational, and decision-making abilities
• PMP Certification
group id: 10105424
Accelerating IT transformation in the public sector
