Incident Manager

Location: Falls Church, Virginia
Date Posted: 05-09-2018
Position Title: Incident Manager
Location: Falls Church, VA
Security Clearance Type: Active Public Trust or Secret Clearance required
Work Status: U.S. Citizen
Position Status: Contract to hire
Compensation: DOE
Position Overview:
The qualified individual will be responsible for Incident Management ensuring that all incidents are identified, triaged and resolved. He/she will need to be responsible for managing the volume of Tier 3 tickets for end user problems. Additionally, this position will be responsible for ensuring that all root cause analysis is documented in a clear and concise manner.
  • Provides troubleshooting support for application user tickets, including testing and seeking workarounds for user's issues.
  • Monitor Incidents and requests and assign them as appropriate to Tier 3 engineers.
  • Act as a primary point of contact for all incidents and problem investigations.
  • Work with team and other App Support team members to drive closure of incident tickets and perform follow-up actions identified through incident and problem management.
  • Participate in regular reviews with the team to go over the status of incident tickets and liaise with other teams involved in resolving the issues.
  • Writes technical documentation for the Application for multiple audiences.
  • Tests the application after deployments.
Required Skills:
  • 5-8 years of related quality assurance experience
  • 5+ years of experience working as an Incident/Problem manager in IT infrastructure & operations environment
  • 3-4 years of relevant experience as a Major incident manager
  • Familiarity with ITIL v3 procedures, specifically Incident Management
  • Familiarity with Remedy Ticketing system (or equivalent) and ticket management procedures
  • Good written and oral communication & interpersonal skills
  • Good Customer Service skills (separate from Help Desk Tech support skills)
  • Experience working directly with Users and interfacing between various departments and projects
About Seneca Resources:
Seneca Resources is client driven provider of strategic Information Technology consulting services and Workforce Solutions to government and industry.  Seneca Resources is a leading IT services provider with offices in Reston, Virginia, Alabama and Columbia, Maryland that service clients throughout the United States.  The key to our success lies within our strong corporate culture which drives our business.  We challenge our staff through engaging work, and we reward our staff through competitive compensation, extensive professional training, and excellent opportunities for career advancement.  In turn, we look for only the best and brightest to join our team.
We are an Equal Opportunity Employer and value the benefits of diversity in our workplace.
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