Incident/Problem Manager

Incident/Problem Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:

CACI is seeking an Incident/Problem Manager to join our technical operations team on a contract supporting a federal agency. The Incident/Problem Manager will work major incidents and problem management activities in a 24/7/365 environment. They will work closely with other operations and engineering teams to perform major incident management, root cause analysis, and corrective actions for problems impacting the enterprise. This is an individual contributor and not a people manager position.

This position is on-site at customer site in Arlington, VA.

Responsibilities:

• Serve as a operations member responsible for incident and problem management. Responsibilities include:
• Lead the incident management process to ensure timely resolution of IT incidents, minimizing impact on business operations.
• Coordinate with IT support teams to troubleshoot and resolve incidents, ensuring effective communication and documentation.
• Oversee the problem management process, identifying root causes of recurring incidents and implementing solutions to prevent recurrence.
• Develop and maintain incident and problem management policies, procedures, and documentation.
• Monitor and report on incident and problem metrics, providing regular updates to senior management and stakeholders.
• Conduct post-incident reviews and problem analysis sessions to identify lessons learned and improvement opportunities.
• Collaborate with other IT teams to ensure alignment and integration of incident and problem management processes with other IT service management processes.
• Maintain a knowledge base of known errors and workarounds to support incident and problem resolution.
• Provide training and guidance to IT support teams on incident and problem management processes and best practices.
• Stay current with industry trends and advancements in incident and problem management.
• Document and track problems in ServiceNow
• Prepare and present daily/weekly/monthly Incident/Problem Management reports
• Perform additional duties as assigned.

Qualifications:
Required: 

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
• BA + 9 years’ applicable experience, or 15 years without degree
• ITIL Foundation certification (not required to start but expected to attain in first six months)
• Experience coordinating and managing (complex) IT technical investigations
• Advanced knowledge of working within ServiceNow with a solid understanding of how tools should be used to support incident/problem management process activities
• Working knowledge of network and systems support in enterprise environment
• Strong knowledge of the ITIL Incident and Problem Management processes
• Strong communication skills (verbal and written)
• Strong Microsoft Office experience, predominantly Excel, Visio and PowerPoint.

Desired:

• Previous DHS or DoD experience
• Any of the following certifications is highly desired:
• COMPTIA A+, or Network+, or Security+
• Other IT technical certifications
• Good understanding of Change, Configuration and Availability processes

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$94,400 - $198,300

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.