Incident Manager

Incident Manager

NewGen Technologies has an opening for an Incident Manager to oversee all aspects of the incident management process, from evaluation to resolution. An Incident Manager records all issues and helps to design ways to prevent similar problems in the future. They will manage technical support teams, create procedures to deal with problems and develop solutions.

Responsibilities:

• Analysis and reporting of incident trend data to identify and eliminate root causes
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution
• Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records
• Facilitating and coordinating technical meetings
• Facilitating postmortem investigations into high impact results
• Providing governance for root cause analysis between technical teams
• Production of statistics and reports to demonstrate performance of the Incident and Problem Management process
• Create and submit knowledge articles
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign Incidents to appropriate Tier 2 Support Group
• Keep Incident tickets updated with a current status at agreed intervals.
• Document troubleshooting steps and service restoration details
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
• Verify resolution with users and resolve Incidents in ITSM tool
• Escalate Major Incidents to the appropriate T2/3 Support Groups
• Point of contact for all Major Incidents
• Own all Incidents throughout the lifecycle

Requirements:

• TS/SCI CI Poly Clearance
• 10 years of experience that can be a combination of work history and education. This equates to a Doctorate and 3 years, master's and 4 years, bachelor's and 6 years, associates and 8 years or HS diploma and 10 years.
• Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2

About Us:

For more than 20 years, NewGen Technologies has solved our clients' toughest IT challenges with integrity, security, and outstanding service by delivering both technology and talent. We have helped secure borders, have used artificial intelligence (AI) to fight terror, aided the identification of criminals, and have helped to prevent crime through the introduction of biometrics. Our team of Highly Cleared Specialists have hard-to-find skills and expertise in a wide spectrum of technologies to provide solutions that transform business processes and solve problems of national significance.