General Dynamics Information Technology Incident Manager in Virginia Beach, Virginia
Incident managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible. Incident managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution; the incident manager works with their team to establish procedures to prevent future incidents.
Bachelors Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.
Three to five years of experience in IT Operations support
Three to five years of hands-on experience in support of two or more of the following technical areas: Windows Servers Systems; Unix Systems; Networking; Storage; Citrix; server virtualization; Voice over Internet Protocol (VOIP); Database Administration (DBA) (e.g.; Oracle; Microsoft Structured Query Language (SQL) Server); application software support; network and application monitoring
Ability to follow procedures under stressful conditions
Written and Oral Communications Skills
ITIL v3 Foundations
Security Plus certification or an equivalent DoD 8570 Certification is required; Typical duties include: ? Setting up information technology (IT) support systems so end users can utilize systems with minimal issues. ? Monitoring the effectiveness of the incident management process and making recommendations for improvement. ? Developing and implementing the incident management process. ? Analyzing incident trends and recommending corrective actions; as necessary ? Engaging and coordinating technical resources across IT support teams ? Ensuring that the incident management process is followed ? Performing notifications and escalations within prescribed service level agreements (SLAs) ? Ensuring incident reports include adequate notes for later review and analysis ? Ensuring follow-up change tickets are submitted and scheduled as appropriate ? Providing input to problem management teams during root cause investigations
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.