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NOC Incident Manager

Company: Primastep Llc
Location: Reston
Posted on: January 16, 2022

Job Description:

Job Description

The Incident Manager is responsible for managing and driving the activities related to the Incident Management process for critical applications and services to resolve unplanned interruptions and restore services as rapidly as possible. To achieve maximum results this will require the direct partnership with all functional teams and the ability to influence multiple levels and areas of the organization. The Incident Manager is an ambassador for incident management and will identify and maintain key relationships with internal and external stakeholders to continuously improve the reputation of Neovera and the Technology Operations team. Responsibilities include but are not limited to:

Duties And Responsibilities

  • Engage support teams and facilitate P1/P2 incident restoration activities to reduce negative impacts to client experience and service level agreements.
  • End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring business and client updates are timely and of sufficient quality, arranging discussions and updates as required.
  • Fully own and ensure adherence to Root Cause Analysis (RCA) process and be responsible for fully documenting post incident recovery steps in order to establish true root cause, aid in process improvements and enable creation of a thorough Knowledge Base.
  • Communicate service disruptions in a timely and easy to understand format for our business and IT stakeholders
  • Creation of action plan with milestones and skill sets needed stemming from RCA and delivering on that plan using internal team members and external vendor partners (where necessary) to fully restore service and fully mitigate risk of reoccurrence moving forward.
  • Build and maintain reporting, metrics and KPIs for major incidents.
  • Provide consolidated production reporting to Senior Leadership along with issue resolution rates, trends and recommendations around areas of focus for system stability.
  • Review P1/P2 incident data for trends and problems and seek opportunities to remediate and reduce frequency of incidents
  • Support and promote adherence to IT standards and processes
  • Monitor P1/P2 incidents for quality and adherence to standards
  • Educate/train and provide ongoing support to teams on the incident process
  • Maintain an active engagement with all IT Teams and Leadership to assist in promoting collaboration across teams on issue remediation, recommended system improvements and ensuring teams assembled can resolve issues Qualifications
    • Bachelor's Degree and Certifications in ITIL, other relevant standards required or Relevant experience will be considered in lieu of a degree and certification
    • 3+ years of relevant Incident Management experience,
    • 5+ Years of relevant enterprise experience in IT Services/ITSM
    • Experience implementing ITSM best practices,
    • Experience with Cloud and IT management standards in IT organization is highly desirable
    • Fundamental Knowledge of architecture and function of IT systems, applications, network, and infrastructure.
    • Possess a high level of integrity, honesty and strong work ethic, with ability to maintain a professional demeanor in a stressful, on-call environment.
    • Must have an incredible sense of Urgency - mobilize the appropriate resources and initiate the troubleshooting process.
    • Excellent writing, organizational, prioritization and management skills, with a strong attention to detail and time management.
    • Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems.
    • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both ITnd business terms.
    • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills and commitment to quality standards.
    • Strong service attitude with the ability to develop and build lasting customer relationships.
      Additional Information
      • Job Location: 90% Remote Work
      • Travel: 10% (Ashburn, VA and Reston, VA)
      • Job Type: Full-Time
      • Pay: Up to $85K/yr (Depends on Experience)by Jobble

Keywords: Primastep Llc, Reston , NOC Incident Manager, Executive , Reston, Virginia

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