Job Description
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.
- Ability to work on-call rotation is required.
- US Citizenship required and must be able to obtain a Public Trust clearance with the Department of Education.
- Broad applied knowledge and experience of ITIL standards and operational service delivery methods and practices.
- Proven ability to manage multiple on-going open Incidents.
- Good mathematical, analytical, deductive reasoning, and problem-solving ability.
- Excellent interpersonal and communication skills (verbal and written).
- Strong customer/client service focus.
- Able to effectively communicate with personnel at all levels in the organization; able to communicate well with clients.
Desired Skills Experience: - Proven time management ability to exercise flexibility and judgment.
- Proven leadership skills necessary to facilitate technical conversations during crisis situations.
- Perform complex tasks with minimal supervision and guidance.
- Ability to manage across multiple tasks with differing priorities.
- Ability to perform complex tasks with minimal supervision and guidance.
- Manage across multiple tasks with differing priorities.
- Ability to provides proactive attention to detail.
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EEO Statement
Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
90,000.00
Maximum Salary
$
122,820.00
Job Tags
Minimum wage, Holiday work, Permanent employment, Contract work, Temporary work, Work experience placement, Remote job,