SRA International, Inc., A CSRA Company Incident/Problem Manager in Washington, District Of Columbia

Clearance Level Must Currently Possess:

Public Trust

Clearance Level Must Be Able to Obtain:

No Active Clearance Required

Suitability:

Public Trust

Job Family:

Customer Support

Job Description:

JOB SUMMARY

GDIT which supports the Federal Energy Regulatory Commission (FERC) is seeking to add an experienced Incident/Problem Manager to join our team.

As part of the IT Service and Support (ITSS) team and reporting to the IT Support Center (ITSC) Team Lead, the Incident/Problem Manager will be supporting the enterprise operations and maintenance of the FERC's IT environment.

This candidate will serve as a lead for the analysis, reporting, and resolution of incidents and problems across multiple support areas for IT Operations, which covers application support, and infrastructure services.

The Incident/Problem Manager will serve the needs of a diverse team of operational engineers to deliver with superior levels of issue tracking, control, and resolution.

This individual will also be responsible for coordinating incident/problem resolution across multiple organizations and reporting to senior management.

JOB DESCRIPTION

  • Analyzes and coordinates inter-organization responses and troubleshooting activities on critical/high incidents.

  • Owns queue monitoring and incident and problem reporting for daily status reports for management.

  • Executes the Incident and Problem Management process tasks in adherence to requirements.

  • Coordinates and manages the Incident and Problem Management process activities across the Operations team.

  • Works under the IT Service Manager for process improvement activities. Assists the IT Service Manager in driving Service management best-practice and ITIL process standardization.

  • Works with the Remedy team on productizing services and support through the Remedy console.

  • Leads Incident and Problem Management reporting.

  • Assists the IT Service & Support in identifying and planning for Incident and Problem Management process improvement projects

  • Drives implementation of standard execution of the Incident and Problem Management process.

  • Is responsible for acting as an escalation point to expedite problem resolution.

  • Creates and maintains the incident and problem management practice.

  • Works alongside the Service Desk to respond to major incidents quickly and effectively.

  • Assists with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.

  • Drives root cause analysis.

  • Drives problem analysis to a conclusion to determine the root cause for any Critical or High Impact incidents as well as for any recurring incidents

  • Performs related duties as assigned or requested.

RESPONSIBILITIES & DUTIES

  • Primary POC for Major outages

  • Perform Outage Notifications and status update

  • Act as a point of escalation to resolve Service Restore issues

  • Participate in After Action Report meetings and data gathering sessions as required

  • Create and deliver reports as needed

  • Provide training to support teams on processes

  • Participate in regular reviews of SOPs

  • Cross train and have the ability to move within the service management team

QUALIFICATIONS & SKILLS

  • BS/BA in related field preferred, or equivalent combination of education and experience.

  • ITIL v3 Foundation (Required)

  • ITIL Intermediate Service Operation (Preferred)

  • Effective communication skills for delivering content feedback, writing reports and making presentations.

  • Ability to work independently and lead others during projects.

  • Proficiency with spreadsheets and database software.

  • Experience with BMC Remedy.

Additional Requirements:

Candidates in this role are required to wear business casual attire Monday through Fridays. Business casual is a polo shirt, dress shirt and/or sweater, khakis or dress pants and business shoes. Additional Requirements:

Applicants must be able to demonstrate their written communication skills via a writing sample [not to exceed 2 pages] exemplifying their ability to communicate with customers in a clear, professional, courteous, and grammatically correct manner ​

ATTRIBUTES FOR SUCCESS

To succeed in this position the candidate must have

  • Excellent verbal and written communication skills.

  • Detail oriented, able to multitask and meet deadlines.

  • Strong analytical, problem-solving, and conceptual skills.

  • Exceptional teamwork and interpersonal skills.

  • Ability to deal with problems as they arise in a professional manner.

  • Expert knowledge of ITIL v3.

  • Thorough knowledge of IT concepts, strategies and methodologies.

  • Experience with BMC Remedy.

SUMMARY

  • Location in Washington DC

  • Limited travel possible

  • No Remote or Tele-work

# of Openings:

1

Scheduled Weekly Hours:

40

T elecommuting Options:

Telecommuting Not Allowed

Work Location:

USA DC Washington - 888 First St NE (DCC123)

Additional Work Locations:

CSRA is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

THINK NEXT. NOW.

CSRA is tomorrow’s thinking, today. To “Think Next. Now.” is to imagine a better future and to deliver it, today. For our customers, our partners, and ultimately, all the people our mission touches, CSRA is realizing the promise of technology to change the world through next-generation thinking and meaningful results.

We understand that our customers' missions require new methods and imaginative thinking. We bring together government IT professionals, emerging technologies, and the brightest, cutting-edge advisors in the industry to deliver a broad range of innovative, next-generation IT solutions and professional services to help our customers modernize their legacy systems, protect their networks and assets, and improve the effectiveness and efficiency of mission-critical functions for our warfighters and our citizens.

Everywhere you look, CSRA is there. We’re in our nation’s infrastructure, in training and education, in cyber security, in serving veterans who served us—and, so much more. Take some time to learn more about CSRA. You might be surprised to learn how we touch your life.

We are a company of 18,000+ smart, talented individuals, yet we enjoy a start-up culture that inspires us to make a difference while delivering results in this rapidly evolving world. Join our team and use your skills and expertise to support the safety, security, health and well-being of the nation.