Incident Manager

Confidential Company  •  Bethesda, MD

Less than 5 years experience  • 

Salary depends on experience
Posted on 03/27/18
Confidential Company
Bethesda, MD
Less than 5 years experience
Salary depends on experience
Posted on 03/27/18

Job Description:

The Incident Manager/Shift Lead is responsible for the day to day operations of the CIT Technology Operations Center(TOC) and will manage a staff of 10 or more operators. CSRA provides monitoring services for for NIH.

Job Responsibilities/Functions:

  • Working under very limited supervision, the Incident Manager/Shift Lead is responsible for supervising the TOC operators to ensure appropriate and timely actions are taken to resolve incidents.
  • Ensure that critical incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customers.
  • Coordinate resources and activities during outages and customer affecting events through restoration of service.
  • Explain complex situations to technical and non-technical audiences.

  • Experience communicating and reporting to Senior Leadership

  • Determine and mobilize the types of resources and levels of competencies needed for initial triage
  • Utilize problem identification techniques to identify cause of failure
  • Train new hires and assists in developing materials and curriculum. The Incident Manager/Shift Lead will also serve as a mentor/role model to the TOC Team.

Required Qualifications and Experience:

  • Minimum of three years experience working in a 24x7 NOC/IT Operations environment
  • Technology related undergraduate degree, such as MIS, CIS , Computer Science
  • Hands on experience with ITIL/ITSM processes
  • Knowledge and understanding of network equipment, servers and applications
  • Experience with network/application monitoring systems (i.e. EM7, Sitescope, XMatters, Monolith, HP Open View, Service Now)
  • Experience with technical writing and document management/control practices.

Preferred Qualifications and Experience:

  • Previous experience as an incident manager
  • Strong problem solving experience across various IT disciplines (i.e. Network, Email, Desktop, Video, Hosting, Cloud)
  • Strong technical aptitude including excellent trouble shooting skills
  • Experience communicating and reporting to Senior Leadership

Attributes for Success:

  • Excellent organizational and time management skills with the ability to multi-task
  • Strong analytical skills to identify trending issue
  • Excellent written and verbal communication skills under time pressure with constraints
  • Personal commitment to the success of processes by delivering desired results

RQ16249

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