Incident Manager

Description

SAIC is hiring for an Incident Manager to support the Special Operation Command Information Technology Enterprise Contract (SITEC) - 3 EOM. This position is located at MacDill AFB in Florida. The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide USSOCOM, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to USSOCOM, the CIO/J6 organization, and ultimately the end-user who operate around the globe 24x7x365.

Responsibilities:

• Manage the lifecycle of IT incidents, from detection to resolution, ensuring efficient service restoration and minimal disruptions.
• Monitor systems to detect disruptions, prioritize incidents, and coordinate response teams for timely resolution.
• Communicate updates to stakeholders, escalate critical incidents, and maintain transparency throughout the process.
• Identify root causes, analyze data, and implement strategies to prevent future incidents and improve system reliability.
• Maintain detailed records of incident activities and share reports with insights, trend analyses, and recommendations.
• Drive process improvements, modernize tools, and document plans to mitigate recurring issues and enhance efficiency.
• As required, process and manage Authorized Service Interruptions (ASIs) for the SOF Information Enterprise (SIE).
• Ensuring incident reports include adequate notes for later review and analysis.
• Ensuring follow-up change tickets are submitted and scheduled as appropriate.
• Facilitate collaboration among technical resources, ensure follow-up actions like change tickets, and continuously refine the incident management process.

Qualifications

• A DoD TS/SCI clearance is required
• Remedy experience required.
• Strong written and verbal skills.
• Strong attention to detail.
• Must be able to work nights, weekends, and holidays.

Highly Desired:

• Current ITIL 3 or 4 foundations certified
• Riverbed Experience
• Service Now Experience
• ASI experience