Incident and Problem Manager

Leidos is seeking a candidate to serve as the Incident & Problem Manager for the ESA V program. ESA V is an IT Services program supporting several customers within the Department of Justice. The program provides a range of IT services, including help desk, deskside support, Windows workstation engineering and maintenance, managed print services, ITSM, Active Directory services, and video conferencing, among others. The Incident & Problem Manager will be the primary lead across the program, and will work with all stakeholders to plan and coordinate all activities to identify, monitor, track, and report on major incidents or incidents spanning multiple customers. The Incident & Problem Manager will also prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented. The Incident Management process is well understood by the team, but the individual selected for this position will be responsible for keeping the team focused on resolving incidents, preventing problems, and overall in providing high satisfaction to our customers.

Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer’s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 12+ weeks (quicker for candidates who have current clearance).

Although this position is intended to be a virtual position, there may be the need for periodic travel to customer locations in the Washington, DC, metropolitan area.

Primary Responsibilities

• Championing and improving the incident and problem management process for ESA V

• Establishing and cultivating relationships with stakeholders to create and support the incident and problem management processes

• Documenting and training team members on the ESA V incident and problem management process.

• Analyzing data to understand issue/problem trends, frequency, and sources.

• Compose executive summary level communication regarding outage.

• Initiating, coordinating, and managing major issues/problems among many stakeholders.

• Facilitating outage resolution, pulling in the right stakeholders to quickly restore service

• Using ServiceNow to effectively track and manage tickets

• Producing reports and briefing materials related to problem management

• Engage with cross-functional teams to implement preventive measures and process improvements

• Other related duties as assigned

Basic Qualifications

• Bachelor's degree and 8+ years' experience or equivalent years of experience in lieu of degree.

• Must be curious and have a passion for solving problems.

• Ability to write …