Senior Incident Manager

Description
SAIC is seeking a Senior Incident Manager to support the Special Operation Forces Information Technology Enterprise Contract (SITEC) - 3 EOM. This position is located in Stuttgart, Germany.
The purpose of the Special Operations Forces Information Technology Enterprise Contract (SITEC) 3 Enterprise Operations and Maintenance (EOM) Task Order (TO) is to provide SOCAF, its Component Commands, its Theater Special Operations Commands (TSOCs), and its deployed forces with Operations and Maintenance (O&M) services to maintain Network Operations (NetOps); maintain systems and network infrastructure; provide end user and common device support; provide configuration, change, license, and asset management; conduct training, and perform Install, Move, Add, Change (IMACs) services. The responsibilities and tasks associated with each requirement play a pivotal role to SOCAF, and ultimately the end-users who operate around the globe 24x7x365.
Duties include but are not limited to:

• Managing the rapid progression of incidents from creation to completion
• Performing trend analysis on incidents, developing and publishing reports as directed
• Provide interpreted, concise, insight driven reporting, identifying operationally significant indicators tailored to senior leadership at the O-6 level
• Formatting and disseminating reports to higher, peer, and subordinate Workcenters
• Participating in meetings and conferences as directed
• Developing and maintaining collaborative relationships with local Workcenter managers and Enterprise Incident Management teams
• Providing technical analyses of incidents to higher, peer, and subordinate Workcenters
• Documenting the relationship of incidents to configuration items
• Documenting and tracking plans to resolve, prevent, and mitigate future incidents of the same nature
• Developing and implementing the incident management process
• Monitoring the effectiveness of the incident management process and making recommendations for improvement
• Analyzing incident trends and recommending corrective actions, as necessary
• Engaging and coordinating technical resources across IT support teams
• Ensuring that the incident management process is followed by designing and implementing an effective training strategy supporting ITSRM policies, principles, and best practices
• Providing quality assurance through systematic reviews, analysis, and targeted training
• Independently lead Incident management process improvements, including identifying and proposing opportunities, documenting expectations, executing, and measuring outcomes
• Performing notifications and escalations within prescribed service level agreements (SLAs)
• Ensuring incident reports include adequate notes for later review and analysis
• Ensuring follow-up change tickets are submitted and scheduled as appropriate
• Ensuring that incident tickets have the most current information and or corrective action(s)
• Providing input to problem management teams during root cause investigations

Qualifications
Required Qualifications:

• Extensive experience with identifying emerging incidents and ensuring their prompt resolution
• Experience coordinating responses between technical teams during a service disruption
• Strong proactive team player

Highly Desired Qualifications:

• DoD 8570.01-M IAT II certification
• ITILv3 or ITILv4

Years of Experience:

• Min 12 years with HS Diploma, 10 years with AS/AA degree, 8 years with BS/BA, 6 years with MS/MA, or 3 years with PHD

Clearance Requirement:

• A DoD security clearance at the TS/SCI level is required