SPOC Major Incident Lead

GovCIO; United States; Remote; USD 115,000 - 130,000; Full time

Benefits offered by this job

Fully remote

Job summary

GovCIO is seeking a SPOC Major Incident Lead for its TSA focus contract. This fully remote role provides expert oversight for complex IT incidents and rapid service restoration.

You will coordinate major incident management processes, maintain KB articles, perform trend analysis, update AARs, and communicate with government points of contact with timely updates. US citizenship is required for DHS/TSA clearance.

Qualifications

• HS Diploma or equivalent with 9+ years of relevant experience.
• Expert oversight and resolution skills for complex IT incidents.
• Experience in troubleshooting operating systems and COTS software.

Responsibilities

• Provide expert oversight and resolution for complex IT incidents to ensure rapid service restoration.
• Troubleshoot operating systems and COTS software issues; maintain Service Desk KB articles and provide advanced remote desktop support.
• Coordinate, orchestrate, and manage major incident management processes with timely updates to government points of contact.
• Monitor incident queues (ACD, service requests) to identify high-priority issues and ensure proper records.

Skills

IT incident resolution

Troubleshooting OS

KB management

Remote desktop support

COTS software

AARs analysis

Crisis communication

Education

HS Diploma

Job description

GovCIO is currently hiring for a SPOC Major Incident Lead for our newly awarded TSA Focus contract.

Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations. Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support. Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates. Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified. Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to elevate to Problem Management. Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review.

This is a fully remote position

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations
• Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support
• Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates
• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified
• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to elevate to Problem Management
• Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review

Qualifications

HS Dipoam with 9+ years (or commensurate experience)

• 8 years of experience serving as a senior service desk analyst in a large 24x7 service desk operation
• Possesses expert oversight and resolution skills for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations
• Skilled at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support
• Displays solid interpersonal skills and accepts warm transfers from Tier 1 agents, aiming to meet first call/contact resolution, and perform remote support for application or operating system errors
• Adept at orchestrating major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates
• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to elevate to Problem Management
• Ability to quickly adapt to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review
• Possesses strong analytical and decision-making skills, with excellent communication for crisis management and team coordination

Clearance Required : US citizenship is required to attain and maintain a DHS/TSA clearance

#TSA

Posted Salary Range

USD $115,000.00 - USD $130,000.00 /Yr.