Incident Manager

Unisys Corporation
Springfield, VA
Aug 16, 2019
Aug 18, 2019
Full Time
We are currently seeking a motivated, career and customer oriented Incident Managerto join our team in Springfield, VA, to begin an exciting and challenging career with Unisys Federal Systems.The Incident Manager will have experience managing incidents in a Network Operations Center or equivalent 24x7x365 operations center supporting the resolution of Major Incidents for an enterprise or Government agency. This position supports evenings and weekend as needed.Key duties include:1) Performs all functional duties independently.2) Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. Operates with appreciable latitude in developing methodology and presenting solutions to problems. Contributes to deliverables and performance metrics where applicable.3) Monitor and support Incident management in production, development, and test environments in all data centers used by the client.4) Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion.5) Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community.6) Define and document metrics to judge efficiency and effectiveness of Incident Management Process. Examples: Mean Time to Repair, Mean Time Between Failures, Repeat Incidents7) Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.8) Populate Knowledge Management Database with known troubleshooting procedures. Develop "lessons learned" on all escalated incidents.9) Escalate incidents in accordance with established escalation procedures.10) Report on previous business day's Enterprise Operations Center call volume and SLAs to be incorporated into the CIO Morning Meeting report slides. Content may change as the Government reporting requirements change over time. Due daily by 7:30am.11) Report monthly on outstanding tickets dependent on third party action. Report to include ticket, item awaiting action, third party, duration and if known estimated resolution time.12) Proactively identifies opportunities for process and/or documentation improvement.13) Supports the development of monthly Enterprise Operations Center reporting for SLAs and KPIs. Requirements * 3+ years of experience and a BS degree. Bachelor of Science (BS) can be substituted with an additional 4 years of related experience.* 3 years of strong experience with Fault and Performance monitoring and reporting tools such as: IBM Netcool Omnibus, AppDynamics, HP Operations Manager* 3 years of experience with working with incident management tools such as BMC Remedy* 3 years engineering experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment * 3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA)* 2+ years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications* Excellent communication skills: experience working with technical and functional resources; experience presenting information to client / senior leadership* Excellent problem solving skills: proven ability to resolve issues and explain complex problems* US Citizenship* FULL BI is required About Unisys Do you have what it takes to be mission critical? Your skills and experience could be mission critical for our Unisys team supporting the Federal Government in their mission to protect and defend our nation, and transform the way government agencies manage information and improve responsiveness to their customers. As a member of our diverse team, you'll gain valuable career-enhancing experience as we support the design, development, testing, implementation, training, and maintenance of our federal government's critical systems. Apply today to become mission critical and help our nation meet the growing need for IT security, improved infrastructure, big data, and advanced analytics.Unisys is a global information technology company that solves complex IT challenges at the intersection of modern and mission critical. We work with many of the world's largest companies and government organizations to secure and keep their mission-critical operations running at peak performance; streamline and transform their data centers; enhance support to their end users and constituents; and modernize their enterprise applications. We do this while protecting and building on their legacy IT investments. Our offerings include outsourcing and managed services, systems integration and consulting services, high-end server technology, cybersecurity and cloud management software, and maintenance and support services. Unisys has more than 23,000 employees serving clients around the world. Unisys offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Unisys visit us at is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.#FED#

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