Incident Manager

General Dynamics Information Technology; Washington (District of Columbia); On-site; USD 120,000 - 150,000; Full time

Job summary

General Dynamics Information Technology is seeking an experienced Incident Manager to oversee the lifecycle of IT service interruptions and drive prompt restoration. You will triage incidents, coordinate with technicians, and define standard operating procedures for incident handling.

The role requires a BA/BS, 5+ years of incident management, ITILv4 Foundations, and a Top Secret with SCI eligibility clearance. Join a fast paced team offering certification pathways and career growth.

Qualifications

• BA/BS (or equivalent experience).
• 5+ years of incident management experience.

Responsibilities

• Manage lifecycle of all unplanned interruptions, malfunctions, and quality reductions of IT services.
• Act as a key member of the quality control process by triaging issues and routing them to technicians.
• Define incident handling processes and follow protocols.
• Decide on incident resolution and service restoration using technical knowledge.
• Assist technicians with troubleshooting and provide guidance based on expertise.

Skills

Incident management

IT service management

Troubleshooting

Education

BA/BS or equivalent

Tools

ITILv4 Foundations

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.

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

GDIT IS YOUR PLACE

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

• 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.