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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