Responsibilities...

• Restoring a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
• Facilitate the outage calls and ensure that all the required resources are engaged to work a mission critical incident.
• Execute proactive and reactive problem management analysis to minimize future problems.
• Monitor trouble tickets to identify impacted system and application outages that require follow-up analysis.
• Facilitate Post Mortem Reviews on major outages and track problem tasks to completion.
• Ensure effective communication is maintained with the Executives, Business Leadership during a mission critical incident.
• Drives service restoration for all major service interruptions.
• Works toward continuous operational and process improvement while maintaining 100% compliance with quality and legal standards.
• Must have a high degree of technical knowledge to understand the environment and provide Management updates when needed.
• Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
• Collaborates with other teams and customers to improve service and increase value of Digital Transformation Center.
• Reports to Management on service interruptions and impact to Customer base.
• Support Mission Critical Incident Management reporting (KPIs and customer SLAs).
• Assists the Mission Critical Incident Management Process Owners in driving Service Management best-practice and ITIL process standardization.
• Review Problem Management policy and knowledge documentation on a regular basis to ensure relevance and accuracy.
• Facilitate task forces aimed at addressing a problematic issue with an unknown root cause.
• Develop and review compliance metrics and KPIs to identify areas to mature the problem process, policies, and training material.
• Drives implementation of standard execution of the Mission Critical Incident Management process.
• Assist IT teams in training, utilization, and adherence to the Problem Management policies.

Requirements...

• Bachelor’s Degree in computer science, Engineering or other technical discipline required, OR 4 years of equivalent work experience.
• 5+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization.
• Experience with planning and performing regression testing.
• Some familiarity with Agile project management and sprint planning.
• Ability to work independently as well as collaboratively on cross-functional teams.
• Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills.
• Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations.
• Must be able to obtain a public trust clearance.
• Must be eligible to work in the United States.
• Must have reliable internet service that allows for effective telecommuting.

Years of Experience:

• Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers.
• Equivalent work experience with a total of 2-5 years managing IT incidents, changes, or problems or similar role in a global organization.
• Knowledge of IT Operations and key systems
• Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills.
• Knowledge of IT Operations and key systems

Education: BA/BS degree or 4 years of equivalent experience.

Location: Remote within the United States. Must have reliable internet service that allows for effective telecommuting.

Clearance: Ability to obtain government clearance. Must be eligible to work in the United States.