Incident Manager

General Dynamics Information Technology (GDIT); Washington (District of Columbia); On-site; USD 147,000 - 199,000; Full time

Benefits offered by this job

401K with company match

Paid time off

Full flex work weeks

Job summary

General Dynamics Information Technology (GDIT) is seeking an experienced Incident Manager to oversee the lifecycle of IT service interruptions and drive rapid service restoration. You will triage issues, guide technicians, and define incident handling processes to ensure top-tier operational resilience.

The role requires 5+ years of related experience and ITILv4 Foundations certification, with desirable ITIL 4 Practitioner and CCNA/Security+ credentials.

Qualifications

• BA/BS degree or equivalent experience.
• 5+ years of experience.
• ITILv4 Foundations certification required.
• Cisco CCNA, Security+ or other vendor certifications are desirable.
• Active Top Secret with SCI Eligibility is required.

Responsibilities

• Manage lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services.
• Triage issues and route them to the appropriate technicians.
• Define incident handling processes and ensure adherence to protocols.
• Use technical knowledge to make decisions on incident resolution and service restoration.
• Assist technicians with troubleshooting and provide guidance based on expertise.
• Log all service requests and incident details for accurate records.
• Restore IT services to normal operation as quickly as possible.
• Report major system issues to upper management for visibility.

Skills

Incident management

IT service management

Analytical thinking

Education

BA/BS degree or equivalent experience

ITILv4 Foundations

ITIL 4 Practitioner

Job description

Transform technology into opportunity as an Incident Manager with GDIT. A career in IT means connecting and enhancing the systems that matter most. As an Incident Manager, you are the foundation of our overall approach to executive IT support.

At GDIT, people are our differentiator. As an Incident Manager you will help ensure today is safe and tomorrow is smarter. Our work depends on an Incident Manager joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.

Incident Management,Incident Resolution,Innovation

5 + years of related experience

Yes

GDIT IS YOUR PLACE

At GDIT, the mission is our purpose, and our people are at the center of everything we do.

HOW AN INCIDENT MANAGER WILL MAKE AN IMPACT:

• Manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services.
• Act as a key member of the quality control process by receiving issues through a triage process and routing them to the appropriate technicians.
• Define the process for how the team should work when handling incidents and following protocols.
• Use technical knowledge and experience to make appropriate decisions regarding incident resolution and service restoration.
• Assist technicians with troubleshooting and provide guidance based on professional expertise.
• Log all service request and incident details to ensure accurate record-keeping.
• Restore provided IT services to normal operation as quickly as possible.
• Report major system issues to upper management to maintain visibility on critical malfunctions.

WHAT YOU’LL NEED TO SUCCEED:

• Required Experience : BA/BS (or equivalent experience), 5+ years of experience
• Required Certifications : ITILv4 Foundations
• Desired Certifications: ITIL 4 Practitioner: Incident Management, Cisco Certified Network Associate (CCNA), Security+, other leading market vendor certifications
• Security Clearance Level : Active Top Secret with SCI Eligibility
• Preferred Skills: BS/BA Highly Desired

Growth: AI-powered career tool that identifies career steps and learning opportunities

Support: An internal mobility team focused on helping you achieve your career goals

Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY

Explore a career in cyber at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your focus on defending and protecting what matters.

The likely salary range for this position is $147,292 - $199,278. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans