On our team, you will own the incident lifecycle, from detection and impact assessments to resolution and port-mortem review. Anticipate, identify and address system issues and incidents to resolution in a 24/7/365 environment using client incident management processes. You will work closely with the help desk team to fully understand service interruptions to anticipate and better support ongoing system delivery by discovering trends and patterns where possible. You will share technical details obtained to aid in troubleshooting, outline clear steps and activities to resolution, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities, and support various efforts related to operational improvements. You will manage ongoing and proactive efforts to maintain applications in production, including troubleshooting, outages, documenting application performance, and coordinating with technology infrastructure management to repair technical bugs. Requirements include 6+ years of experience in a leadership role in operational environments, 2+ years of experience with technical report writing, experience with system and data analysis using tools such as PowerBI, Tableau, or Excel, experience with ServiceNow, knowledge of incident response processes, SOPs, Playbooks, and cyber investigative TTPs, and a Secret clearance. A Bachelor's degree is required. Preferred qualifications include experience implementing change management solutions for the DoD, experience with Splunk, performance engineering of AWS Cloud applications, SQL skills, excellent communication skills, AWS Cloud Certification, ITIL Certification, and DoD 8570 IAT Level 2 or DoD 8140 compliant Certification. Applicants will be subject to a security investigation and must meet eligibility requirements for access to classified information.
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