Gathers, processes, and analyzes operational ticket data.
May provide guidance and work leadership to less-experienced staff.
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.
2+ years of related experience in incident management.
Day to day duties:
Reviews and accepts Incident tickets assigned to the support group.
Facilitates resolution of escalated Incident tickets.
Monitor assigned tickets queues to ensure SLA targets are met.
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.
Completes quality review on all Incident tickets with “Resolved” Status.
Closes Incident Tickets that have been reviewed for quality.
Provides mitigation statements for breached Incident Tickets.
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
Create Tickets in call ticket system as needed.
Because of the sensitive nature of the work being done for this government client, all candidates must hold a TS/SCI and be willing to take and pass a CI Polygraph if requested.
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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.
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.