Manager, Incident Management

Description & Requirements

Maximus is seeking a Manager, Incident Management.

The Manager, Incident Management is the single authority to manage the process of restoring normal service operation as quickly as possible to minimize the impact to business operations for Federal Services.

This position works closely with other Incident Managers within Maximus and other DoE contracts in the portfolio to champion IT Service Management practices with the goal to standardize and streamline the Incident Management processes within projects and contracts, ensuring consistency and efficiency.

Per contract requirements, US Citizenship is required.

This is a remote position.

Essential Duties and Responsibilities:

- Lead team and engage appropriate resources to resolve critical IT incidents in accordance with service level agreements and operational level agreements.

- Own and provide timely and appropriate communication to business stakeholders and leadership prior to, during, and after the resolution of an incident.

- Coordinate, manage and keep chronology of events during incident management conference calls.

- Ensure the team records resolution information in incident reporting systems, partnering with problem management as needed to identify potential trends to drive down repeat, service impacting failures.

- Partner with leadership to understand the knowledge and skill sets throughout the organization to determine which subject matter experts to engage with during an incident.

- Maintain the major incident management process and associated tools and templates.

- Maintain a high-level understanding of all aspects of IT product delivery and operations.

Minimum Requirements:

- Bachelor's Degree or equivalent experience

- 5+ Years

- Serves as expert on Incident Management and assists in establishing policy as it relates to the successful documenting and resolving of Incidents as required under the FSA program.

- Implements and follows standard procedures relating to Incidents.

- Provides operational and policy guidance to other staff members when necessary.

- Able to provide input to program documentation and training materials as needed.

- Follows ITIL-based processes throughout the Incident lifecycle.

- Manages active stakeholder bridge lines during a Major Incident.

- Gathers required information and authors After Action Reports.

- Facilitates handoff to Problem Management for all Root Cause Analysis activities.

- Assist with additional IT Service Management responsibilities for Maximus as required.

- Performs other duties as assigned.

Required Education and Skills Experience:

- Bachelor's degree and 5+ years of prior IT related management experience.

Additional years of relevant experience will be considered in lieu of degree.

- A minimum of 3 years of proven prior experience executing Incident Management activities for a mid-to-large-size company providing technical services.

- Must have government contracts experience.

- A...