Incident Manager

At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead.

_ If this sounds like the kind of environment where you can thrive, keep reading! _

The Digital Modernization Sector at Leidos 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.

The job duties of the Incident Manager are as follows:

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to network services 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 to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a 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.
• Owns all Incidents throughout the lifecycle.
• 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.
• Owns all Incidents throughout the lifecycle.

Successful candidates must possess the following skills:

• Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
• Possess strong communications skills, to include written and interpersonal skills.
• Ability to work autonomously with little to no supervision.
• Demonstrated experience with Incident, Problem, and Change Management processes in accordance with ITIL best practices.
• Hands-on experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy, or equivalent) for incident tracking and resolution.
• Ability to manage Major Incident bridges and effectively coordinate across multiple technical and business teams under pressure.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend long-term solutions.
• Proven ability to generate and interpret incident trend analysis reports and recommend proactive measures.
• Familiarity with network infrastructure, system administration, and enterprise IT environments to quickly understand and triage technical issues.

Education

• The candidate must have 10 years of experience that can be a combination of work history and education. This equates to a bachelor’s degree and 6 years, an associates and 8 years or HS and 10 years. 

Clearance

• Active TS/SCI clearance with Polygraph is required 
• US Citizenship is required due to the nature of the government contracts we support.

At Leidos, we don’t want someone who "fits the mold"—we want someone who melts it down and builds something better. This is a role for the restless, the over-caffeinated, the ones who ask, “what’s next?” before the dust settles on “what’s now.”

If you’re already scheming step 20 while everyone else is still debating step 2… good. You’ll fit right in.

Original Posting:

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.