The Incident Administrator ensures that there are appropriate responses to incident tickets and that actions are taken to restore services restore services as quickly as possible. Additionally, the Incident Administrator provides the for the quality assurance and process improvement of the incident handling processes.
Manage ticket queues
Monitor MNOC Remedy queues
Escalate tickets with high priority, high visibility, or aging incidents
Assist the Watch to determine the proper assignment of incidents
Assist SMEs with communication and coordination of incident information
Keep customers informed about their incidents’ status
Interface with other MSC support groups (Afloat Operations, Asset Management, etc.) to reassign incidents
Assist SMEs and Watch with communication with customers to determine issue resolution
Investigate and report any incidents which may meet CCIR thresholds (outage, HazCom, security…)
Ensure the closure of tickets for all resolved issue
Provide daily briefing to MNOC Site Lead on incident status, including significant or ongoing issues
Gather information and update the weekly report showing status for all incidents 45 days old or older
Report to MNOC Site Lead if significant issues are identified
Create trend reports to track incident support progress
Develop and generate Remedy reports
Prepare Requests for Information (RFI) as requested by the Government or the Site Lead
Provide formal and informal training to MNOC East staff for use of Remedy
Develop processes for routing incidents between support groups and/or SMEs
Develop and Maintain Remedy Standard Operating Procedures
Prepare Knowledge Articles for GSD to use to triage incidents
Work with the Deputy Site Lead to determine criteria for incident escalation and reporting
Create and maintain checklists to ensure the Performance Work Statement (PWS) and IT support metrics are being met
Audit Network incidents to ensure that updates are properly documented in Remedy
Provide statistics of incident issues and recommend process improvements
Position Knowledge Requirements:
The Incident Administrator should have excellent organizational skills, maintain strong customer relationship skills, and have experience working with Remedy. The position also requires a working knowledge of information technologies as well as standard IT troubleshooting processes.
Familiarization with ITIL processes
Working knowledge of IT monitoring software such as SolarWinds
Strong critical thinking and problem-solving skills
Excellent organizations skills and ability to collaborate with team members.
Strong self-starter requiring minimal supervision
To perform as an Incident Administrator successfully, an individual must meet certain minimum experience and certifications. The requirements are listed below:
Education / Experience / Certifications
Active SECRET clearance
At least three years’ experience working in IT service management, or a similar role
Solid experience working with Remedy including report creation and queries
Advanced experience and expertise with Excel is a plus
ITIL 3 or ITIL 4 certification is a plus
About Our Work
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 does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
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.