• Incident Manager

    Job ID
    2018-3614
    Experience (Years)
    5
    Security Clearance
    Secret
    Location
    US-DC-Washington, DC
  • Job Description

    NetCentrics provides the Department of Defense, Department of Homeland Security and other federal agencies with leading IT services including IT Strategy, mission applications, infrastructure and platform services, cloud solutions, service delivery and cybersecurity.

    NetCentrics is looking for an experienced Incident Manager to support our team in Washington, DC. This position is open only to candidates who are clearable for the agency suitability clearance.

     

    Specific duties include:

    • Provide subject matter expertise in trend analysis for Incidents that are submitted in the enterprise to determine trending issues that may lead to potential outages and help come up with solutions for reducing incidents coming in the enterprise
    • Responsible for working with service owners and problem management team to identify reoccurring incidents and work to reduce these incidents from reoccurring
    • Generate adhoc reports of incident trends request by customer and management
    • Responsible for completing event management checklist for events that occur during business hours (shared responsibility with Service Desk
    • Monitor incident management process flow and come up with solutions to better enhance the incident management process
    • Responsible for running the VIP report daily
    • Responsible for running reports on tickets not modified 2+ days
    • Responsible for updating Scorecard
    • Responsible for monthly VIP trend report
    • Responsible for running Service Target Reports
    • Perform daily backlog, open, and unassigned ticket trend report
    • Perform inclement weather report for any trends



    Requirements:

    • Previous team leadership experience in a Help Desk/Service Desk environment required.
    • Customer Service experience required.
    • Working knowledge of Microsoft Products.
    • Strong communication skills (written and verbal).
    • Must be extremely proficient with Remedy incident and problem management software as well as Microsoft Office Suite.
    • Must have excellent skills in generating reports in MS Excel and MS Access
    • Must have critical thinking skills
    • Remedy and/or Service Now experience.
    • As a contingency to employment at NetCentrics, all candidates who are given offers must successfully pass a full background investigation including criminal history, education and employment verifications.
    • Experience with both Remedy and Service Now
    • Clearance: Must be clearable for FTC suitability (DoD Top Secret is honored in lieu of FTC Suitability)
    • Certifications: IAT level II Required within 30 days of Hire, Help Desk certification, ITIL v 3, PMP
    • Education / Years of Experience: Bachelor’s with 5 years of experience or 15 years of progressive IT experience in lieu of Bachelor’s Degree
    • As a contingency to employment at NetCentrics, all candidates who are given offers must successfully pass a full background investigation including criminal history, education and employment verifications.


    Preferred Qualifications:

    • Relationship building, strategic agility, political savvy
    • Program and project management
    • Talent assessment and development
    • Business acumen and financial management
    • Customer focus
    • Communication
    • Drive innovation
    • Embracing of NetCentrics Core Values and Core Competencies
    • Possess a sense of urgency that is complimented by follow-up and follow-through


    **In order to be considered for this position, you must apply directly through our careers site**         

     

    This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

      

    NetCentrics is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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