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Incident/Problem Manager

Job ID: 1923726
Location: ANAHEIM, CA, United States
Date Posted: Oct 10, 2019
Category: Software
Subcategory: SW Config Analyst
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No

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Job Description

Description

 

The Incident/Problem Manager reports directly to the Workplace Solutions Service Delivery Manager (SDM), and is responsible for facilitating restoration of high impact business services disrupted on a 24 x 7 x 365 basis and ensure related operations are in accordance with established procedures and best practices. The Incident Manager requires extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident Manager directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Leader works to establish procedures to prevent future incidents. Incident Manager must have the ability to follow procedures under stressful conditions and have excellent written and oral communications skills. This role is also responsible for managing the lifecycle of problems through the Problem Management process, from RCA (Root Cause Analysis) through Closure, by Elimination or Mitigation of incident recurrence.

As a part of a cross-functional team, the Incident Manager will also be responsible for backing up other members of the team to support Change, Release, Asset and Configuration management responsibilities.  

Primary Responsibilities:

  • Facilitate restoration of high impact business services disrupted on a 24 x 7 x 365 basis, via coordinated incident bridges across the organization and with external partners

  • Facilitate resolution of problems, via the problem management process across the organization and with external partners

  • Maintains alignment with Change Management functions

  • Manage incident/problem communications across a diverse audience, up to and including C-level executives

  • Lead RCA’s (Root Cause Analysis) for Incidents/high priority problems, cross-organizationally, and produce and communicate action plans

  • Supports and facilitates Problem Management identification process, leveraging various sources including but not limited to service desk incident trends, major incidents and alerts, both reactive and proactive.

  • Produce accurate reporting of business impacts, restoration actions, ownership of high business impacting incidents, problem trends and risks.

  • Develop and maintain process and procedures for consumption of the Incident/Problem Management capability, for all Key Work Partners

  • Execute Continuous Improvement actions, per the capability roadmap that support company goals and objectives

  • Take part in other ITSM processes, or as required perform as a back up to maintain operational activities

  • Demonstrated excellent interpersonal communications and complex problem solving Advanced written and verbal communications skills including the ability to develop presentations and present to senior management

 

Qualifications


Bachelor’s Degree required and two (2) years or more of related experience

Incident/Problem Management or relevant work experience required

Minimum 1 year of Operations experience in a 24x7x365 environment required

Problem Management tools experience required

         

        Desired Qualifications

         
        • ITIL® Foundation Level or higher Certification




        Overview

        SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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