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Incident Lifecycle Coordinator/Root Cause Analyst

Company: Perspecta
Location: Washington
Posted on: October 19, 2020

Job Description:

Business Group Highlights Civilian, State and Local Perspecta's Civilian, State and Local segment partners with the U.S. Federal Civilian State and Local governments to provide infrastructure services, business solutions, and digital transformation services that help them achieve policy objectives and integrate citizen-centric services. Responsibilities Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides expert and second tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce reoccurring incidents. Provides consultative assistance during off hours as needed. Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist RD in the testing and optimization of product support techniques and tools. Communicate to appropriate internal personnel of issues at a particular account? Determine the effectiveness of known solutions for the reported problem and apply these solutions as required. Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist. Determine the troubleshooting workflow and organize support priorities. Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers. Qualifications Requires 5 to 8 years with BSBA or 3 to 5 years with MSMA or 0 to 2 years with PhD. MUST HOLD AN ACTIVE SECRET OR HIGHER SECURITY CLEARANCE About Perspecta What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sector-from investigative services and IT strategy to systems work and next-generation engineering. Our promise is simple never stop solving our nation's most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to do just that, as a partner of choice across the entire sector. Perspecta is anAAEEOEmployer - MinoritiesWomenVeteransDisabled and other protected categories. As a government contractor, Perspecta abides by the following provision Pay Transparency Nondiscrimination Provision The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of the other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).

Keywords: Perspecta, Washington DC , Incident Lifecycle Coordinator/Root Cause Analyst, Professions , Washington, DC

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