Incident Manager / Identity Verification Services (IVS) Help Desk

Company: RTX
Location: Washington
Posted on: August 3, 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 Identity Verification Services (IVS) Help Desk / Incident Manager is needed to join the Digital Integration Team. The Digital Integration Team has an ongoing pilot for their biometrics solution with the HR department, using fingerprinting solution to help on-board and clear staff that serve everywhere from HQ to the field sites. The ideal candidate for this job will take full ownership and accountability for the Incident Management and problem solving process for the IVS Program, including all IVS-related major incidents that are reported and must be resolved. The ideal candidate takes full ownership and accountability for the Incident Management and problem solving process for the IVS Program, including all IVS-related major incidents that are reported and must be resolved. The ideal candidate 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. The ideal candidate manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations. This position will also act as a Problem Manager as such detects, correlate, and reports recurring Incidents to be defined as problems, conducts Problem review sessions and provide listing and status of Problems categorized by Problem impact. The ideal candidate must be able to coordinate problem tracking efforts and notifications to client until resolution. Location : Washington, DC 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. Must be eligible to obtain a sensitive clearance - Position of Public Trust - and may be required to obtain a higher security clearance Must have at least 4 years of experience Desired Skills: Bachelor's degree (MBA preferred) or PMP Certification Required Education: Bachelor of Science Degree with a major in Computer Science/Computer Engineering, Engineering, Science or a related field. Two years of related work experience may be substituted for each year of degree-level education. Desired Certifications (one or more desired): PMP, DoD 8570.1 M Compliance at IAT Level II; 160351 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, Washington DC , Incident Manager / Identity Verification Services (IVS) Help Desk, Executive , Washington, DC