Incident Manager - IT Crisis & Service Restoration

General Dynamics Corporation; Washington (District of Columbia); Hybride; USD 147 000 - 199 000; Plein temps

Résumé du poste

GDIT is seeking an Incident Manager in Washington, DC to own end-to-end incident management for IT services. You will manage lifecycle, triage issues, and coordinate with technicians to restore services promptly, while ensuring thorough documentation and escalation as needed.

Required: BA/BS with 5+ years of related experience and ITILv4 Foundations. Active Top Secret with SCI Eligibility is required; several certifications are desirable.

Qualifications

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

Responsabilités

• 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 triaging issues and routing to technicians.
• Define the incident handling process and follow protocols.
• Use technical knowledge to decide incident resolution and service restoration.
• Assist technicians with troubleshooting and provide guidance based on expertise.
• Log all service request and incident details for accurate records.
• Restore IT services to normal operation quickly.
• Report major system issues to upper management to maintain visibility.

Connaissances

Incident Management

Incident Resolution

Innovation

Formation

BA/BS (or equivalent experience)

Description du poste

GDIT is seeking an Incident Manager in Washington, DC to own end-to-end incident management for IT services. You will manage lifecycle, triage issues, and coordinate with technicians to restore services promptly, while ensuring thorough documentation and escalation as needed.

Required: BA/BS with 5+ years of related experience and ITILv4 Foundations. Active Top Secret with SCI Eligibility is required; several certifications are desirable.