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IVS Help Desk Incident Manager

Company: RTX
Location: Potomac
Posted on: November 14, 2020

Job Description:

This position is CONTINGENT upon funding, an open position, customer approval, completion of a favorable background investigation, and the ability to obtain and maintain a USPS sensitive clearance. An experienced IVS Help Desk Incident Manager is needed to join the Identity and Access Management team for our customer's large cyber security program. Location: Washington DC The Incident Manager takes full ownership and accountability for the Incident Management process for the IVS Program within the IT organization, including all IVS-related major incidents that are reported and must be resolved. The Incident Manager interfaces and coordinates with the Tier 1 Service Desk, other resolving groups and Third-Party Suppliers for Incident and Problem Management Service activities and takes ownership of end-to-end Incident and Problem Resolution for IVS. Once 1st- or 2nd-level technical staff escalate a major incident, the Incident Manager should determine what resources and expertise are required to resolve the incident and set about forming a response Team that can resolve the issue as quickly as possible. He/she manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. Job responsibilities: Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process Responsible for communicating with the Business and Incident resolution teams Program Point of contact for all Major Incidents Manage Incident and Problem life cycle, including detection, escalation, diagnosis, Client status reporting, and Resolution as required Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure. Represent the first stage of escalation for level I and II for incidents Monitor the workload for Support Engineers Monitor the incidents to ensure that the Service Level Agreement are respected Identify, initiate, schedule and conduct incident reviews Ensure the closure of all resolved and end-user confirmed Incident records Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. Requirements: The position requires U.S. Person status or a Non-U.S. Person status and be eligible to obtain authorization. Must have at least 6 years of relevant work experience Required education: BachelorĂ¢??s Degree in related field and 4 years of applicable work experience. In lieu of degree, additional years of experience may be considered. Desired certifications (one or more of the following): DOD 8570.1 M Compliance at IAT Level II, GCFA, GREM, GNFA, GCIH, GSEC, or GSE This is a full-time salaried position. Relocation is not offered for this position. 171438 Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender orientation, gender identity, national origin, disability, or protected Veteran status.

Keywords: RTX, Potomac , IVS Help Desk Incident Manager, Other , Potomac, Maryland

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