GOV IT - Incident Manager at Apogee Engineering in Huntsville, AL
Job details Description Apogee is seeking an Incident Manager to work in support of an Enterprise Service Desk in Huntsville, AL. Why work with us? Apogee Engineering, LLC is a provider of research, engineering, operations, software, cyber, intel, training, technical services, financial and administrative expertise across an array of DOD and Federal Civilian customers. Our company was founded on the commitment of making a positive difference for our customers and our people. Apogee's culture is infused with integrity and a passion for excellence, which has propelled us into the ranks of an elite small business company. Apogee is known for an unwavering dedication to our client's success, a warm and family-like work environment, and an enthusiasm to provide the right solution at the right time. What you will be doing:
Manager of the day-to-day Incident Management process Oversees all incident tracking and escalation activities Collaborates with the Problem Management Unit (PMU) during or after a critical incident to provide information and/or data to PMU for analysis and reporting Initiates Critical Incident Page (CIP) notifying the appropriate Tier 2, Tier 3 and/or Tier 4 solver groups of a critical incident Controls and tracks all critical incidents until resolved or downgraded Knowledgeable in escalation procedures. Updates stakeholders with timely information regarding critical incidents Possesses excellent verbal and writing skills Provides status emails, such as Daily Critical Ticket Roll-up Takes initiative to resolve critical incidents Able to engage solver groups, stake holders and management to address critical incidents Able to transcribe technical information into non-technical communication Maintains communication with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed Responsible for the identification and implementation of improvement activities for the Incident Management Process as part of CSI What you'll need:
Must be a US Citizen Security Clearance Required:
TS/SCI Minimum of a Bachelor's degree with 8
years of relevant experience or equivalent combination of education and experience 3-5 years' experience with incident management Experience meeting and/or exceeding established Service Level Agreements (SLAs) in a Tiered Service Desk operation Experience supporting Service and Operation Level Agreements ITIL Foundations certification Excellent written and verbal communication skills Preferred Education/
Experience:
Bachelor's degree with 9
years of relevant experience Master's degree with 7
years of relevant experience PhD or JD and 4
years of relevant experience ITIL Practitioner certification HDI Certifications, such as CSA, SMO, SCA, DAST, SCTL, SCM, DSM, and/or WMP
Salary Range:
$100K -- $150K
Minimum Qualification
Government & Military, Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Manager of the day-to-day Incident Management process Oversees all incident tracking and escalation activities Collaborates with the Problem Management Unit (PMU) during or after a critical incident to provide information and/or data to PMU for analysis and reporting Initiates Critical Incident Page (CIP) notifying the appropriate Tier 2, Tier 3 and/or Tier 4 solver groups of a critical incident Controls and tracks all critical incidents until resolved or downgraded Knowledgeable in escalation procedures. Updates stakeholders with timely information regarding critical incidents Possesses excellent verbal and writing skills Provides status emails, such as Daily Critical Ticket Roll-up Takes initiative to resolve critical incidents Able to engage solver groups, stake holders and management to address critical incidents Able to transcribe technical information into non-technical communication Maintains communication with Release Management and Transition Planning and Support Personnel for awareness of modifications of procedures in support of changes deployed Responsible for the identification and implementation of improvement activities for the Incident Management Process as part of CSI What you'll need:
Must be a US Citizen Security Clearance Required:
TS/SCI Minimum of a Bachelor's degree with 8
years of relevant experience or equivalent combination of education and experience 3-5 years' experience with incident management Experience meeting and/or exceeding established Service Level Agreements (SLAs) in a Tiered Service Desk operation Experience supporting Service and Operation Level Agreements ITIL Foundations certification Excellent written and verbal communication skills Preferred Education/
Experience:
Bachelor's degree with 9
years of relevant experience Master's degree with 7
years of relevant experience PhD or JD and 4
years of relevant experience ITIL Practitioner certification HDI Certifications, such as CSA, SMO, SCA, DAST, SCTL, SCM, DSM, and/or WMP
Salary Range:
$100K -- $150K
Minimum Qualification
Government & Military, Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
