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Incident Manager in Bethesda, MD at ManTech

Date Posted: 2/14/2018

Job Snapshot

Job Description

Group:
MCIS

Clearance Level Needed:
TS/SCI

Shift:
Day

Category:
Engineering & Support Services


Currently, ManTech is seeking a motivated, career and customer oriented Incident Manager to join our team in the Bethesda, with possible limited travel in the NCR area (e.g., DC, Reston, and Quantico) and to alternate data center (West Virginia) to provide unparalleled support to our customer and to begin an exciting and rewarding career within ManTech.


Responsibilities include, but are not limited to:
• Own the IT incident from the moment the incident is identified, to the final resolution, when the ticket is finally closed.
• Lead escalation, IT Alerts, status communications, conference calls and associated activities, related to all serious IT incidents identified by Tier I or Tier II personnel.
• Send out IT Alerts on all networks to the customers regarding any maintenance or incident that the IT department is working on or has planned
• Coordinate with all of the stakeholders (components, telecom and IT service providers, other NOCs, other SOCs, etc.) all of the activities associated with the problem description, the potential solution avenues for the problem, and then the final problem solution.
• Utilize ITIL/IT Service Management best practices to identify and analyze patterns and trends from a variety of data sources.
• Analyze root cause, known errors, and track resolution and corrective actions to ensure the root cause does not reoccur.
• Support Program and Project Managers in the collection, interpretation, and monitoring of metrics and events, including but not limited to MTTR, ticket counts, # escalations.
• Provide Subject Matter Expertise in technical exchange meetings to include preparation activities, creating briefing, and briefing.
• Develop and maintain scripts to auto-generate standardized reporting.
• Produce After-Action Reports (AAR) graphic and textual presentations to senior leadership
• Create and maintain Standard Operating Procedures (SOP) for Incident Management and the Service Desk.

Required Qualifications:
• Skills and Tasks. Researches and evaluates new concepts and processes to improve performance.
• Analyzes cross-functional problem sets, identifies root causes and resolves issues.
• Assists more junior level technicians, specialists, and managers in their activities.
• Can perform all tasks of lower level technicians, specialists, and/or managers.
• Works individually, actively participates on integrated teams, and leads multiple tasks, projects or teams.
• Oversees and monitors performance, and when required, takes steps to resolve issues.
• Directs multiple teams through project completion.
• Provides guidance and direction to lower level technicians, specialists, and managers.
• DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order.
• Applicable software or hardware training and certifications commensurate with the technical objectives, services required, and IT environment specified within the task order.
• Security+, Security+ CE, GSEC, SSCP, CCNA or CISSP.

Desired Qualifications:
• Experience with service desk support, monitoring, and management tools (Altiris, Jira Service Desk, SolarWinds).
• Experience with DODIIS desktop operating systems Windows 7, Windows 10
• Experience on Dell desktop and HP server.
• Experience with DODIIS operating systems, Windows 7, Windows 10, Server 2008, Linux RHEL, VMware ESX hosted on Dell 700, 900 series workstations, and HP 7000 server enclosures with 580, 460, 980 series severs.
• Experience with HP C class server platforms, management tools “insight manager/ advanced ILO”
• Experience with version 2007 or newer Microsoft Business Class Applications, MS SharePoint Exchange.
• Experience with Active Directory account administration.
• Experience in administration and troubleshooting media exploitation applications.
• Experience in setup, configuring and troubleshooting user desktop commercial and DoD secure telecommunications
• Experience with setting, up, configuring, and troubleshooting desktop peripherals.
• Experience with network computers system security, intrusion management and patching.
• Strong skills in fault isolation and troubleshooting information technology hardware and applications.
• Experience with virtual machine systems (VMware version 5.0 or newer)

Education Requirements:
Degree from accredited institute in an area applicable to the position / Minimum years of relevant experience in addition to education level
High School Diploma / GED 10
Associates Degree / 8
Bachelor&s Degree / 6
Master&s Degree / 4
PhD / 2

Security Requirements:
• Current TS/SCI eligibility in JPAS Must be able to successfully complete a CI polygraph

Job Requirements

Requires Bachelor's degree or equivalent, and five to seven years of related experience.