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Technical Incident Manager

Job ID: 2116312
Location: AUGUSTA, GA, United States
Date Posted: Nov 24, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: Interim Secret
Clearance Level Must Be Able to Obtain: Secret
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

SAIC is currently seeking an experienced Technical Incident Manager to join our team in Augusta, GA. This person will be working alongside the US ARMY to do the following: 

  • Manage the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the incident management process
  • Responsible for communicating with the Incident Process Owner and correct resolver group/s
  • Point of contact for all Major Incidents as assigned
  • Responsible for the effective implementation of the "Incident Management" process and carries out the respective reporting procedure
  • Represents the business operations as the first stage of escalation for Incidents
  • Monitor Tier 1 Analyst workload recommend adjustments as necessary to meet Service Levels
  • Identify, initiate, schedule, and conduct incident reviews
  • Cradle to grave incident tracking of customer reported incidents; follow up with customer to confirm Incident resolution
  • Provide status reporting to the business process management team
  • Support continuous process improvement by providing inputs to enhance process performance, roles and responsibilities, policies, procedures and supporting technology 

Qualifications

·    High school diploma and 1 year of experience with Incident Management
·    ITIL v4 Foundations certification a plus.
·    Windows 10 or MCP; preferred but not required
·    Security + certification required prior to starting 



COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy.


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 more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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