Job Description

Description

SAIC is looking for an Incident and Problem Coordinator to join our Pension Benefit Guaranty Corporation (PBGC) team in Washington, DC.  The Incident and Problem Coordinator is accountable for managing the major incident process for urgent and high business impacting incidents, ensuring that customer communication, triage, 3^rd party escalations, and service resolution are all managed urgently and professionally.

Job Duties

·   Managing major incidents including command and control, communication including to stakeholders, triage, documentation, and coordination through restoration of service

·   Monitoring, coordination, tracking, reporting, and follow-through for priority non-major incidents

·   This role facilitates, develops, and maintains the overall incident management process and works with team leads to meet resolution SLAs

·   Tracking, coordination, reporting, and follow-through for problem records, ensuring the technical teams are updating and resolving with complete closure notes

·   Make improvements on the major incident and problem management process as needed

·   Monitor and report on incident and problem management related KPIs, tracking and improving as needed

·   Function as critical 24/7 escalation point for critical service interruptions

·   Conduct regular critical incident and problem review meetings with stakeholders

·   Document After Action Reports (AARs) and other associated documentation following a major incident

·   Determines root cause analysis, lessons learned, and preventive actions from major incidents

·   Drives, tracks, and reports on progress and status of preventive actions documented from a major incident

·   Drives both technical and non-technical staff to better ensure the timely and efficient resolution of incidents and minimize adverse impact on business

·   Help drive best practices and ITIL process standardization

·   Build and maintain strong relationships with technical teams and stakeholders

Qualifications

• Five (5) years’ experience in a similar role or performing duties similar
• Experience in process enhancement, developing and implementing policies and procedures for technology teams
• Must possess strong written and verbal communicators, be able to communicate with team members, management personnel, and end users throughout the organization
• Excellent problem-solving skills and ability to analyze, identify and direct resolution of technical, administrative and process issues
• Experience supporting and documenting build and configuration changes throughout environments
• Demonstrated ability to handle critical incidents making good choices and leading by example
• Demonstrated ability to influence without authority and collaborate across teams
• Clearance: Must be able to attain Public Trust

PBGC #PBGC

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective and efficient solutions that are critical to achieving our customers' missions.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity, and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.9 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.