Gathers, processes, and analyzes operational ticket data.
May provide guidance and work leadership to less-experienced staff.
Maintains current knowledge of relevant technologies and subject areas.
Provides Change Manager subject matter expertise
Coordinates network installations
Provides liaison between customer and installation team
Participates in special projects as required.
Bachelor Degree in a related technical or military discipline, or the equivalent combination of education, professional training, or work/military experience. 8+ years of years of related experience in incident management.
Reviews and accepts Incident tickets assigned to the support group.
Facilitates resolution of escalated Incident tickets.
Monitor assigned tickets queues.
Drives process efficiency and effectiveness. Ensures Incident compliance to policy, process, and procedures.
Provides input to management regarding staff’s Incident Management skill levels.
Ensures Incident escalations follow the correct escalations path.
Monitors metrics produced by the process and procedures regular and accurate management reports.
Provide Incident Management training to new employees that onboard onto the contract.
Provide refresher Incident management training for the employees on the contract.
Review and update Incident management training, documentation, and procedures annually.
Provide Incident metrics as required by management and the customer
Creates reports as required for Program Management
Manage requirements affecting Industry Partner to the customer network, including installation, modification, or termination of the site’s access to the network.
Engage with Program Management Office, customers, technicians, and support personnel to ensure requirements for establishing or altering the network access are satisfied.
Provide feedback to management, Program Management Office, and customers on the developments and progress related to network status.
Work internally with Silver Eagle Change /Program Management staff on issues, and support internal training and work proficiency efforts.
Create Tickets in call ticket system as needed.
Work assigned Task tickets
Monitoring call ticket system for new Tasks
Provide daily status updates to management
Attending weekly Change Manager meetings
Create or updates related Change Manager documents
Due to the sensitive nature of the work being done for this government client; all candidates must hold a TS/SCI with Polygraph.
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General Dynamics Information Technology 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.
At GDIT, our "People First" culture commits to every employee feeling valued and supported throughout their career. Our comprehensive Total Rewards package – including programs focused on financial, physical, emotional and social well-being – demonstrates this commitment.
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.