Incident / Problem Manager Job Locations

US-CO-Peterson AFB

Requisition ID 2024-146077

Position Category Management / Operations

Clearance Secret

Sector Defense Mission & Health Solutions Responsibilities

We are hiring an Incident / Problem Manager in Colorado Springs / Peterson AFB, CO, this is an onsite position. What you'll do:

Reporting to the IT Service Management Manager, the role of the IT Service Management Incident and Problem Management Specialist is to establish ownership of the problem management practice with its core mission being to identify and understand the underlying cause(s) of an incident and discover the best method to eliminate the issue. The Incident and Problem Management Specialist will direct all facets of the problem management effort, to include bringing the application and infrastructure teams together using the BMC Remedy platform, ensuring operations are returned to a normal state quickly, and developing methods to prevent similar problems in the future. Your primary goals are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. The problem manager maintains information about known errors and workarounds. The Incident and Problem Manager is responsible for leading and providing the Incident and Problem Management Processes. This role coordinates timely resolution of problems by taking ownership, driving root cause analysis tasks, assigning action items to various internal & external partners, and following up on completion of action items. The role also ensures incidents are handled in accordance to agreed upon SLAs and acts as an escalation point to coordinate resolution of major incidents. Oversees and perform the Incident and Problem Management practice Drives the efficiency and effectiveness of the incident and problem management processes and procedures Provides oversight of the incident management and coordination, standardization, and leadership of all major incident, and problem management activities Prepares KPI's and trend reports for use in the incident, major incident, and problem management processes to determine service goals, expected outcomes, and measurable results. Develops innovative methodology to solving problems Contributes to deliverables and performance metrics for incident and problem management Identifies opportunities pro-actively for process and/or documentation improvement

Incident Management: Defines and documents metrics to judge efficiency and effectiveness of Incident Management Process Collaborates with the support and operations teams to ensure that all incident protocols are diligently followed Provides a central point for coordination of high priority incidents that arise in all environments. Establishes and orchestrates bridge calls, for high priority and major incidents, with emphasis on restoring service to users as quickly as possible and facilitates troubleshooting efforts toward resolution Facilitates Post Incident Reviews and create Post Incident Review documents Reviews change ticket data to analyze incident impact

Problem Management: Collaborates with the support and operations teams to ensure that all problem protocols are diligently followed Prioritizes all open problems Reviews incident data to identify potential problem tickets and to enrich existing problem tickets Champions comprehensive root cause analysis Prepares status reports to inform all relevant parties on the status of problem resolution Qualifications

What you'll need: Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD, in lieu of degree 12 years of applicable experience will be acceptable. Must have an active DOD Secret Clearance. CompTIA Security + or higher (DoD 8570 equivalent). ITIL V4 Foundation Certified or able to obtain after hire. Must be proficient with BMC Remedy applications of Incident, roblem, Event, Change and Request, Configuration Management Database (CMDB), Service Level Management (SLM), Performance AnalyticsExperience working with multicultural teams in diverse geographic locations. Provide analysis, consulting, and recommendations on best practices for solutions that scale and are flexible to a changing I&O ecosystem. Communicate IT Service Management/IT Service Delivery concepts and processes to all levels of partners. Experience working within the ITIL Framework with formal Service Management including incident management, change management, asset management, configuration management (CMDB), and knowledge management. Understanding of IT Service Management Tools and Service Level Agreements. BMC Remedy Software