• SLA Service Coordinator

Clearance Level
Help Desk
Washington, District of Columbia

REQ#: RQ43995

  • Analyzes and coordinates inter-organization responses and troubleshooting activities on critical/high incidents.
  • Owns queue monitoring and incident dispatching
  • Perform Incident Breach Warning Alerts
  • Provide daily and monthly SLA status reports for management.
  • Conduct Incident Reviews and Escalations
  • Coordinate with Support Groups, Team Leads and Management on the achievement of SLAs
  • Coordinates and manages the Incident and Problem Management process activities across the Operations team.
  • Works under the IT Customer Service Manager for process improvement activities
  • Assists the IT Customer Service Manager in driving Service management best-practice and ITIL process standardization.
  • Works with the Remedy (ITSM) team on productizing services and support through the Remedy console.
  • Assists IT Service & Support in identifying and planning for Incident and Problem Management process improvement projects
  • Drives implementation of standard execution of the Incident and Problem Management process.
  • Is responsible for acting as an escalation point to assist with expediting problem resolution.
  • Creates and maintains the incident and problem management practice.
  • Works alongside the Service Desk to respond to major incidents quickly and effectively.
  • Assists with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
  • Drives root cause analysis.
  • Help drives problem analysis to conclusion to determine root cause for any Critical or High Impact incidents as well as for any recurring incidents
  • Performs related duties as assigned or requested.
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.