Tier III Deputy

Job Details

Tier III Deputy

Secret Clearance required

Intermittent Telework: Arlington, VA

We are seeking a Tier III Deputy to hire in support of the State-DREAM program. This is a great opportunity for someone who excels in Tier III support and problem management and enjoys driving root-cause resolution and process improvements.

Job Description: Tier III Deputy will be responsible for day to day running of Tier III support operations, including responding to critical calls during business hours and bringing in appropriate technical staff for resolution. Tier III Deputy will manage the ticket queue and auxiliary work efforts, including SOP creation and root cause analysis efforts, that can help lower the overall number of tickets received by the team. Additionally, they will help make recommendations to development teams to better align their work with the needs of the customer base.

• Leads problem analysis and resolution meetings to identify and prevent recurring incidents and develop a plan to implement the resolution as appropriate.
• Oversees process improvement efforts and reports on the status of enhancements.
• Responsible for the prevention of recurring incidents by determining root cause and driving implementation of corrective actions.
• Leads the Problem Management process, training and advising users on process, and mentoring first-level associates.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Delivers results of the problem investigation to stakeholders.
• Monitors and supports incident management in production, development, and test environments.
• Responsible for managing the life cycle of all problems and for the end-to-end management of problem investigations by facilitating root cause investigations and progressing the implementation of corrective and preventive measures.
• Creates, maintains, and ensures compliance with problem management guidelines, procedures, policies, and end-to-end processes.
• Creates, updates and maintains end-user documentation.
• Works with other infrastructure teams to help with internal documentation and process enhancement ensuring that all groups are working at an optimum level in terms of major incident and problem management.
• Develops and populates Knowledge Management Database with known troubleshooting procedures. Develops Known Errors and 'lessons learned' on all escalated incidents.
• Identifies vulnerabilities and opportunities for improvement, as well as maintains metrics to help develop analysis that will drive improvement in all areas of program operations.
• Serves as an escalation point between client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
• Creates necessary dashboards/reports to show progress/performance metrics.
• Creates, tracks, and documents incident tickets and records data in data management system.

Minimum Qualifications

• Bachelor's Degree in Business/Information Systems or related field preferred or equivalent relevant experience.
• ITIL Certification and/or Problem Management Certification preferred.
• 5-10 years industry experience in Incident Management and/or Problem Management
• Candidates must have a current secret security clearance

Other Job Specific Skills

• An advanced understanding problem management best practices.
• Expertise in supporting/working within an ITIL structured environment especially in problem management.
• Demonstrates ability to manage multiple assignments and prioritize work in a timely manner.
• Excellent technical writing skills.
• Must be a team player who is comfortable communicating with team members, managers, and client/customer.
• A self-starter who is capable of working independently and as a team on assigned tasks.
• Extensive experience with fault and performance monitoring and reporting tools.
• Must possess flexibility in a frequently changing environment.
• Strong oral and written communication skills including the ability to translate technical issues/concepts into ways for non-technical staff to understand.
• Strong analytical skills to lead the resolution process for complex problems requiring in-depth evaluation.
• Proven ability to communicate complex technology solutions across to technical and non-technical audiences, as well as management and executive leadership.
• Ability to use data mining, validation, and aggregation as well as testing and explaining results.
• Highly skilled in the implementation, integration, testing, and support of distributed applications.
• Demonstrated ability to quickly understand complex systems.

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Job Requirements:

Tier III Deputy will be responsible for day to day running of Tier III support operations, including responding to critical calls during business hours and bringing in appropriate technical staff for resolution. Tier III Deputy will manage the ticket queue and auxiliary work efforts, including SOP creation and root cause analysis efforts, that can help lower the overall number of tickets received by the team. Additionally, they will help make recommendations to development teams to better align their work with the needs of the customer base.

• Leads problem analysis and resolution meetings to identify and prevent recurring incidents and develop a plan to implement the resolution as appropriate.
• Oversees process improvement efforts and reports on the status of enhancements.
• Responsible for the prevention of recurring incidents by determining root cause and driving implementation of corrective actions.
• Leads the Problem Management process, training and advising users on process, and mentoring first-level associates.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Delivers results of the problem investigation to stakeholders.
• Monitors and supports incident management in production, development, and test environments.
• Responsible for managing the life cycle of all problems and for the end-to-end management of problem investigations by facilitating root cause investigations and progressing the implementation of corrective and preventive measures.
• Creates, maintains, and ensures compliance with problem management guidelines, procedures, policies, and end-to-end processes.
• Creates, updates and maintains end-user documentation.
• Works with other infrastructure teams to help with internal documentation and process enhancement ensuring that all groups are working at an optimum level in terms of major incident and problem management.
• Develops and populates Knowledge Management Database with known troubleshooting procedures. Develops Known Errors and 'lessons learned' on all escalated incidents.
• Identifies vulnerabilities and opportunities for improvement, as well as maintains metrics to help develop analysis that will drive improvement in all areas of program operations.
• Serves as an escalation point between client/business area and internal management for the resolution of moderately complex unresolved problems, complaints and service requests.
• Creates necessary dashboards/reports to show progress/performance metrics.
• Creates, tracks, and documents incident tickets and records data in data management system.