Responsibilities
We are hiring an Incident / Problem Manager in Colorado Springs / Peterson AFB, CO, this is an onsite position.
What you'll do:
Reporting to the IT Service Management Manager, the role of the IT Service Management Incident and Problem Management Specialist is to establish ownership of the problem management practice with its core mission being to identify and understand the underlying cause(s) of an incident and discover the best method to eliminate the issue. The Incident and Problem Management Specialist will direct all facets of the problem management effort, to include bringing the application and infrastructure teams together using the BMC Remedy platform, ensuring operations are returned to a normal state quickly, and developing methods to prevent similar problems in the future. Your primary goals are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. The problem manager maintains information about known errors and workarounds.
The Incident and Problem Manager is responsible for leading and providing the Incident and Problem Management Processes. This role coordinates timely resolution of problems by taking ownership, driving root cause analysis tasks, assigning action items to various internal & external partners, and following up on completion of action items. The role also ensures incidents are handled in accordance to agreed upon SLAs and acts as an escalation point to coordinate resolution of major incidents.
- Oversees and perform the Incident and Problem Management practice
- Drives the efficiency and effectiveness of the incident and problem management processes and procedures
- Provides oversight of the incident management and coordination, standardization, and leadership of all major incident, and problem management activities
- Prepares KPI’s and trend reports for use in the incident, major incident, and problem management processes to determine service goals, expected outcomes, and measurable results.
- Develops innovative methodology to solving problems
- Contributes to deliverables and performance metrics for incident and problem management
- Identifies opportunities pro-actively for process and/or documentation improvement
Incident Management:
- Defines and documents metrics to judge efficiency and effectiveness of Incident Management Process
- Collaborates with the support and operations teams to ensure that all incident protocols are diligently followed
- Provides a central point for coordination of high priority incidents that arise in all environments.
- Establishes and orchestrates bridge calls, for high priority and major incidents, with emphasis on restoring service to users as quickly as possible and facilitates troubleshooting efforts toward resolution
- Facilitates Post Incident Reviews and create Post Incident Review documents
- Reviews change ticket data to analyze incident impact
Problem Management:
- Collaborates with the support and operations teams to ensure that all problem protocols are diligently followed
- Prioritizes all open problems
- Reviews incident data to identify potential problem tickets and to enrich existing problem tickets
- Champions comprehensive root cause analysis
- Prepares status reports to inform all relevant parties on the status of problem resolution
Qualifications
What you'll need:
- Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD, in lieu of degree 12 years of applicable experience will be acceptable.
- Must have an active DOD Secret Clearance.
- CompTIA Security + or higher (DoD 8570 equivalent).
- ITIL V4 Foundation Certified or able to obtain after hire.
- Must be proficient with BMC Remedy applications of Incident, Problem, Event, Change and Request, Configuration Management Database (CMDB), Service Level Management (SLM), Performance AnalyticsExperience working with multicultural teams in diverse geographic locations.
- Provide analysis, consulting, and recommendations on best practices for solutions that scale and are flexible to a changing I&O ecosystem.
- Communicate IT Service Management/IT Service Delivery concepts and processes to all levels of partners.
- Experience working within the ITIL Framework with formal Service Management including incident management, change management, asset management, configuration management (CMDB), and knowledge management.
- Understanding of IT Service Management Tools and Service Level Agreements.
- BMC Remedy Software
- CMDB databases and Configured Items (CIs)
- Experience creating and documenting IT processes.
- Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint.
Desired Qualifications:
- Able to clearly articulate understanding of Problem, Incident, Change and Event Management processes.
- Strong verbal and written communication skills to include use of proper grammar and punctuation.
- Demonstrated experience with the following tools preferred: BMC Remedy, Microsoft Office Suite.
- High level technical understanding of IT services and their components such as servers, networks, database/middleware, data center facilities, and software development lifecycle.
- Able to perform several tasks at once, in a fast-paced environment, rotate between job tasks, coordinate multiple and changing priorities.
- Able to work outside of normal business hours.
Peraton Overview
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.
Target Salary Range
$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.
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