Critical Incident Manager, Technical Service Support

02/11/2024
Clinton, TN
Full Time
BS
Government & Public Administration

Job Description

The Critical Incident Manager (CIM) will manage critical incidents and troubleshooting bridges. The CIM will be responsible for working closely with contractors, leadership and business stakeholders to resolve critical incidents and monitor performance, faults and security service delivery and solutions to automating IT enterprise monitoring services and related business processes.
The CIM will be part of a team responsible for managing critical incidents, monitoring, and working with a complex, 24x7x365 enterprise operations center including coordinating an operations team responsible for tracking and resolving most critical incidents.

RESPONSIBILITIES
• Coordinate operational activities with the team staff to include critical incident management, incident management, enterprise monitoring, security alert monitoring, server builds, and other maintenance activities
• Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders
• Ensure critical incident SLAs with respect to escalation and resolution are met
• Identify areas to streamline or improve critical incident handling with respect to escalation and communication
• Communicating operational state of the enterprise systems between various teams within organization, and external stakeholders to include the customer
• Hand off operational status between shifts to incoming leads to include critical incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems
Monitor multiple systems and applications using monitoring tools to insure availability of systems and applications in the agency environment

QUALIFICATIONS
• US Citizenship required and an active Entry of Duty/ Public trust Government Security Clearance, required
• BS degree and 5-8 years’ experience or MS degree and 4-6 years’ experience or high school diploma/equivalent and 10 years’ experience, required
• Five years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives, required
• Ability to work third shift
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations
• Excellent written, verbal, and interpersonal skills
• Possess an ITIL foundations certification, preferred
• Remedy expertise, preferred
• Possesses a CompTIA Security+ certification, preferred

Additional Details

Experience: 5-10 years