Job Description

The Major Incident Management Group is a team within VA that manages high-priority incident calls affecting major IT systems. The team provides high-level technical support to facilitate the calls and efforts in resolving the problem and gathers information on the problem status and resolution steps to report to VA senior leadership.

As an Incident Manager on our team, you have the chance to use your hardware and software capabilities along with communications and team building skills to lead technical teams coming together to solve high priority/critical outages at the VA. As part of a two-man Incident Management team, you will work with system owners, application development and infrastructure support teams to investigate and diagnose system problems and defects and evaluate mitigation alternatives to bring systems and infrastructure back online. Your responsibilities include setting up the Triage call when a high priority incident occurs, notifying and tracking that all required technical teams are present, leading the triage discussion following a script to capture the pertinent status information and coordinating discussions (as well as de-escalating finger-pointing) between technical teams as they work to diagnose the issue and develop mitigation options. You and your Incident teammate will also capture all of the pertinent information discussed on the call for the record and develop status emails/documents to keep Leadership apprised of the current effort.

Grow your skills by merging system knowledge and the use of modern system monitoring tools to improve VA enterprise reliability and improve the quality of services provided to veterans.

This is your chance to develop your skills in enterprise-level triage and incident resolution while gaining experience in VA system infrastructure. This work includes support during weekends or holidays as required.

Key Role :

• Support system SMEs with technical triaging of high priority incidents causing significant user impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough and consistently structured.
• Provide technical expertise to develop executive reports to correctly portray the details of triage efforts.
• Lead technical SMEs in complying with ITIL best practices for Service management and Incident Response.
• Lead distributed technical teams toward resolution of issues through effective engagement and communication with stakeholders
• Exercise sound judgement in evaluation, assignment, and escalation of issues
• Document findings and provide analysis of resolved issues to Leadership thought effective written communication

You Must Have :

• 4 years of experience working with IT Incident Response Operations
• Experience with ITIL Service Management and Incident Management
• Good verbal communications to include strong leadership voice
• Good written communication skills
• Strong critical thinking and error assessment capabilities
• Experience using ServiceNow as the platform for Incident and Problem Management
• Experience using Microsoft Outlook (email, calendaring, meeting setup) and Microsoft Teams (calendaring, meeting setup, chat, team functions) to setup meetings, manage calendars, work on documents, and receive, respond, and send emails in various formats to include attachments and links
• Experience using Microsoft Office, including Word, Excel, and PowerPoint to deliver Executive level status reports
• Must be willing to work 1st or 2nd shift that can include weekends and/or holidays.
• Bachelor degree in Computer Science, Engineering, Math or equivalent with 5 years of professional experience or a total of 13 years in lieu of education

Nice If You Have:

• Virtual team management experience

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