IT Incident Manager, Senior

The Opportunity:

You know that IT project managers touch every single part of a business and wear multiple hats: from caring for the client and being a key contributor to their employees’ growth. We’re looking for someone like you to help our clients meet their mission by ensuring the swift management of IT incidents from report to completion.

This Roles Duties Include:

• Perform trend analysis on incidents, developing, and publishing reports as directed.

• Format and disseminate reports to higher, peer, and subordinate Net Ops Centers.

• Participate in meetings and conferences as directed.

• Provide technical analyses of incidents to higher, peer, and subordinate Net Ops Centers.

• Document the relationship of incidents to configuration items.

• Document and track plans to resolve, prevent, and mitigate future incidents of the same nature.

• Set up IT support systems so end users can utilize systems with minimal issues.

• Monitor the effectiveness of the incident management process and make recommendations for improvement.

• Develop and implement an incident management process.

• Analyze incident trends and recommend corrective actions, as necessary.

• Engage and coordinate technical resources across IT support teams.

• Ensure that the incident management process is followed.

• Perform notifications and escalations within prescribed service level agreements (SLAs).

• Ensure incident reports include adequate notes for later review and analysis.

• Ensure follow-up change tickets are submitted and scheduled as appropriate.

• Ensure that incident tickets have the most current information or corrective action.

• Provide input to problem management teams during root cause investigations.

You’ll move quickly in an exciting and fluid environment to guide the incident management roadmap, establish resolution requirements, and implement metrics to track progress while bringing people together to make a tangible difference. Work with us to transform the future of digital platforms.

Join us. The world can’t wait.

You Have:

• 6+ years of experience working on IT Projects

• 3+ years of experience in support of two or more of these areas, Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA), such as Oracle or Microsoft SQL Server, application software support, or network and application monitoring

• 2+ years of experience in IT Operations Support

• Experience providing guidance and mentorship to less experienced employees

• Knowledge of ticketing management software

• Ability to support shift work and work a non-standard work schedule to support the client’s mission

• TS/SCI Clearance

• Bachelor's degree in Science, Technology, Engineering, or Mathematics

Nice If You Have:

• Knowledge of Remedy ticketing management Software

• Possession of excellent written and verbal communication with attention to detail

• Master's degree in Science, Technology, Engineering, or Mathematics

• PMP Project Management Professional Certification

• ITIL 4 Foundations Certification

Clearance:

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Compensation

At Booz Allen, we celebrate your contributions, provide you with opportunities and choices, and support your total well-being. Our offerings include health, life, disability, financial, and retirement benefits, as well as paid leave, professional development, tuition assistance, work-life programs, and dependent care. Our recognition awards program acknowledges employees for exceptional performance and superior demonstration of our values. Full-time and part-time employees working at least 20 hours a week on a regular basis are eligible to participate in Booz Allen’s benefit programs. Individuals that do not meet the threshold are only eligible for select offerings, not inclusive of health benefits. We encourage you to learn more about our total benefits by visiting the Resource page on our Careers site and reviewing Our Employee Benefits page.

Salary at Booz Allen is determined by various factors, including but not limited to location, the individual’s particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability and organizational requirements. The projected compensation range for this position is $86,800.00 to $198,000.00 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of Booz Allen’s total compensation package for employees. This posting will close within 90 days from the Posting Date.

Identity Statement

As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.

Work Model Our people-first culture prioritizes the benefits of flexibility and collaboration, whether that happens in person or remotely.

• If this position is listed as remote or hybrid, you’ll periodically work from a Booz Allen or client site facility.
• If this position is listed as onsite, you’ll work with colleagues and clients in person, as needed for the specific role.

Commitment to Non-Discrimination:

All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran or any other status protected by applicable federal, state, local, or international law.