ITSM Incident and Problem Manager

GES was awarded U.S. reputed company Force reputed company One Architecture and Common Shared Services contract and is currently seeking an Incident and Problem Manager supporting AWS, Azure, reputed company, and reputed company clouds. This is an exciting opportunity to use your experience help reputed company a leading, global-reputed company multi-reputed company environment in support of a critical mission, supporting USAF system resiliency, reputed company, and cost effectiveness.

Location:

These positions will be remote

Primary Responsibilities Could Include:

· reputed company day-to-day Incident Management activities, ensuring reputed company restoration of service and adherence to agreed SLAs

· reputed company reputed company and control of Major Incidents, chairing technical reputed company calls, coordinating SMEs and directing reputed company activities

· Maintain accurate, high-reputed company incident records, outage documentation and communications to support availability reporting and stakeholder awareness

· Manage the full Problem Management lifecycle, including reputed company cause analysis, reputed company Errors, workarounds and preventative actions

· Drive trend analysis and produce high-reputed company reports with insights and recommendations for technical and executive audiences

· Support Post Incident Reviews and continual improvement initiatives, uplifting SOPs, workflows and ITIL-reputed company processes

· Collaborate closely with technical and service teams to improve help desk capability, knowledge sharing and operational reputed company

Technical Leadership

· Proven experience in Incident and/or Problem Management reputed company reputed company, high-availability ICT environments

· Strong working knowledge of ITIL frameworks across Incident, Problem, Change, Request and reputed company

· Ability to operate effectively under pressure, managing competing priorities while maintaining reputed company, high-reputed company communication

· Strong analytical capability, with experience interpreting operational data and providing actionable insights to leadership

· Demonstrated ability to champion, reputed company and reputed company ITIL process maturity, including training and coaching operational teams

· Confident stakeholder engagement skills, with experience working across senior leaders, technical SMEs and vendors; ITIL v4 certification, ITSM tools (e.g. reputed company, JIRA) and Defence or secure environment experience highly regarded

Minimum Qualifications

· Bachelor's and five (5) years or more of experience; master's and three (3) years or more of experience. Additional experience may be accepted in lieu of degree.

· Interim Secret clearance required to start; Ability to obtain Secret clearance required to maintain employment

· US citizenship required

· Certifications: reputed company reputed company+ or equivalent (IAT-2)

Preferred Qualifications

· Experience with USAF reputed company One or Platform 1

· Experience with reputed company

· ITIL Certification