Primary Responsibilities: Event/Problem Manager: Determines AO Uniform event thresholds, monitors events within the AO Uniform environment, identifies, researches, and resolves the most complex technical problems, and coordinates/ensures appropriate responses. Creates criteria to determine categorization or escalation of events as problem, incident, or as event notifications. Ensures notation in Event Log. Captures event data to build Event Catalog. Provides leadership in problem identification, recording, investigation and diagnosis with the intent to prevent incidents from occurring. Determines and implements temporary solutions available to incident management. Develops final solutions for known errors. Creates and maintains Known Error Data Base (KEDB). Performs root-causes and trend analysis of incidents and known errors to prevent or mitigate recurrences. Works with CM, Change, and operational staff for problem resolution and closure.
ITIL v3 or v4 Foundations to Intermediate (Service Operations)
Computing environment certification in the Windows 10 environment.
Experience identifying and categorizing events as problems.
Experience performing system-level troubleshooting and conducting root-cause analysis
Experience working with technical teams at all tiers of maintenance.
Experience utilizing ServiceNow or similar ITSM to categorize and document problems to prevent reoccurance.
Education Requirements: Higher Education Degree in Information Technology, Service Management, or related field; or commensurate level of experience based on position level (Associate, Journeyman, Senior, etc….). Additional experience in lieu of formal education will be considered on a case-by-case basis.
Shift Work: No.
Travel: Less than 10%
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We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.