Incident & Problem Manager

Incident & Problem Manager

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: Secret

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Continental US

CACI is seeking outstanding IT candidates in support of the Enterprise Information Technology as a Service (EITaaS) contract with the Department of the Air Force. CACI is leading the way in transforming IT services from an in-house, base-centric delivery model to an advanced enterprise service delivery model.

What You’ll Get to Do:

CACI has an excellent opportunity for an experienced, self-directed Incident & Problem Manager.  This position is in support of a Department of Defense (DoD) organization. 

This role is responsible for the ownership & execution of ITSM processes in accordance with program Incident, Problem, and Change Management guidelines. You ensure that standardized methods and procedures are used for efficient and prompt handling of all production ITSM activities to maximize service quality and delivery. The individual will oversee the Problem and Incident management team, while improving the ITSM policies and procedures in partnership with the ITSM program office.

More About the Role:

The successful candidate must be able to communicate clearly and succinctly both written and orally, and present products and ideas in a business-like manner.  The candidate will be required to work in dynamic fast paced environments that require team interaction and coordination of efforts.  The candidate must be experienced in interfacing with both client managers and system users.

 

Responsibilities:

• Tracking and managing the daily tasks, activities, and performance of the 5 team members
• Take ownership of critical incidents, coordinate through resolution, and establish effective communication between stakeholders for post-incident reviews
• Overseeing and engaging when necessary conference calls for Major Incidents (24x7) to ensure the timely restoration of service, providing clear and accurate communication.
• Heading root cause identification and tracking of restoration activities
• Publish clear and concise incident communications that provide relevant information including business impact and mitigation status.

You’ll Bring These Qualifications:

• Capable of obtaining and maintaining a DoD Secret Clearance
• Previous experience in an incident or problem management role
• Experience coordinating and managing (complex) IT technical investigations
• Expertise in ITIL practices to support the day-to-day operations
• Experience with ITSM Tools, ie ServiceNow
• 10 Years of relevant experience (Bachelor’s Degree in applicable field may be substituted for 5 years of experience).

These Qualifications Would be Nice to Have:

• An active DoD Secret or higher clearance
• Experience managing small teams.
• Experience working in the Department of Defense

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.