Job Description

Overview The Incident and Problem Manager is responsible for overseeing the end-to-end management of IT incidents and problems to ensure timely resolution, minimize business disruption, and prevent recurrence. This role serves as the central point of coordination between technical teams, service desk staff, and business stakeholders, driving effective communication and root cause analysis. The manager ensures adherence to ITIL best practices, develops and enforces processes for incident escalation and problem management, and provides reporting and trend analysis to improve service reliability and operational performance. What you’ll do Support incident and problem management practices while conducting Major Incident handling responses for the DoDIN-A(NG) and DoDIN-A(NG)-S networks and associated computing services throughout the service life cycle. Provide Incident and Problem Management support to the RCC-ARNG and CSSP-ARNG enterprise network and cyber operations supporting 54 states and territories to ensure flexible and responsive operation and defense of the network. Provide single point of contact between the Government and Technology teams for updates during Critical and Major Incidents. Responsible for the processes that fall in the NOC/SOC functional area such as Event Management, Problem Management, Access Management, and Request Fulfillment. Serve as the focal point for cyber and network incidents and work with technology teams to ensure Queue Management processes and Service Level Agreements (SLAs) are being met. Create, update, and manage communications plans to include incident management plans, major incident management plans, and cybersecurity response plans. Manage events/incidents identified by the NOC/SOC team which provides 24/7/365 active monitoring of network, systems, and cyber capabilities. Make vital decisions, answer inquiries, and develop positive relationships. Coordinate with Cybersecurity Manager and Enterprise Operations Manager regarding coordination and collaboration of teams’ activities to support incidents. Create and/or support development of After-Action Reports (AARs). Assist in leading and supporting daily briefs and meetings. Monitor and coordinate the response to Critical, High and Medium priority incident tickets on a daily basis to ensure proper incident handling in compliance with established program SLA. Calculate and report monthly Service Level Objectives (SLOs) for Incident Management and other SLOs as required. Collaborate with all teams to ensure incident tickets are addressed and updated/resolved in a timely manner. What you’ll need to succeed Education/Equivalent Training Required: Bachelor’s degree. Experience: 3+ years of overall demonstrated experience in related technical field. Technical Skills: Experience operating in a DOD IT environment. Ability to provide Major Incident On-Call coverage along with other members on the team. Serve as a liaison between cybersecurity teams, program leadership, enterprise IT operations, and the Government customer. Participate in program reviews, customer briefings, and internal status meetings. Excellent problem solving, analytical, and decision-making capabilities, including understanding user requirements, troubleshooting technical issues, successfully resolving issues and challenges, and developing creative solutions for process improvement. Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve. Must have customer service experience as this position will require candidates to engage with senior military and government leadership. You must be able to present your ideas clearly through briefings, meetings, and interaction with leadership of different skill sets. Must be able to provide training sessions as required. Must be able to engage with stakeholders to ensure tasks are progressing and meeting timelines. Excellent communication, documentation, organizational and collaborative skills. Certification Requirements Possess and maintain the appropriate baseline certification(s) to achieve DoD 8570.01-M Information Assurance Technical (IAT) Level II (i.e., Security+ CE, GSEC) at time of interview. Will need to obtain the ITIL Foundation v4 within 90 days of hire. Clearance Requirements Active Secret clearance. Work Location Fairview Park, Falls Church, VA. Full time onsite. GECOS work schedules are subject to change direction by mission requirements from GDIT or USG leadership. Travel Less than 10%. Scheduled Weekly Hours: 40 Travel Required: Less than 10% Telecommuting Options: Onsite Work Location: USA VA Falls Church Total Rewards at GDIT: Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans. We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Join our Talent Community to stay up to date on our career opportunities. gdit.com/tc. Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans #J-18808-Ljbffr General Dynamics Information Technology

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