ITCON Services is seeking an
Incident / Problem Manager to provide integrated management of incident response and problem resolution activities supporting USDA FPAC IT Service Desk operations. This role ensures timely incident resolution, coordinates major incident response, and drives root cause analysis to prevent recurring issues.
This role is accountable for managing incident lifecycles, ensuring SLA compliance, and coordinating cross-functional teams for resolution and continuous improvement.
- Manage incident lifecycle activities and ensure timely resolution within SLA targets.
- Coordinate major incident response and stakeholder communications.
- Lead root cause analysis for recurring and high-impact incidents.
- Track incidents and problems within ServiceNow.
- Identify trends and recommend corrective and preventive actions.
- Coordinate with technical teams to resolve escalated issues.
- Report performance metrics and improvement opportunities.
- 3+ years of experience in Incident and/or Problem Management.
- Strong knowledge of ITIL Incident and Problem Management processes.
- Experience with ITSM tools (ServiceNow preferred).
- Strong stakeholder communication and coordination skills.
- Public Trust clearance eligibility.
- Bachelor's degree in IT or related field.
- ITIL certification.
- Experience supporting federal IT environments (USDA or similar).
