Secure our Nation, Ignite your Future
Primary Location: Annapolis Junction, MD
Security Clearance Requirement: Minimum Active DoD Secret and DHS suitability
It is the responsibility of the Incident Management Specialist to manage the lifecycle of all incidents from creation to closure. The Incident Management Specialist is also responsible for development and delivery of reports, identifying opportunities for improvement and for auditing the process at an operational level, ensuring the process is effectively managed.
Monitoring queues to ensure that all elements of the ticket, such as required fields, correct assignments and proper documentation, are in place
Monitoring queues to ensure tickets are closed/updated in a timely manner with the appropriate level of detail
Monitor, update and ensure closure of all tickets assigned to the OSC
Preparing and present daily/weekly/monthly detailed reports on all tickets as requested
Quarterly audits of tickets to ensure consistent quality of ticket information and timely updates/closures are being followed
2+ years of experience in IT Operations or IT Service Management in operations support services in a complex and large-scale environment
Prior experience in Incident Management with experience using the Remedy IT Service Management Solution and Microsoft Office Suite
Strong technology process management skills and ability to successfully manage up, down and across the organization
Good interpersonal, oral, and written communication skills with the ability to communicate clearly and effectively with the business, suppliers and partners.
Able to present and communicate technical concepts in a clear and concise manner to all levels of the organization
Exhibit a strong work ethic
Solid experience of continual service improvement programs
Solid experience in process development, deployment and operations
ITIL Certification or Six Sigma Certification
Bachelor’s Degree in IT Management or equivalent education and 3 to 5 years of related experience preferred.
7:30 am – 4:30 pm Monday - Friday
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
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