Description
Job Description:
The Problem and Critical Incident Manager is a key driver for managing the resolution of technical problems with serious consequences to Leidos and its customers. This includes partnering and collaborating with the larger CIO Services organization to drive restoration actions and investigate longer term preventative measures. As a member of the Service Management Office, you must be both technically competent and business oriented.
Primary Responsibilities:
- Responsible for the management and communication of major incidents. Ensure clear, timely, and accurate communications to all key parties throughout each Incident being managed.
- Conducting Major Incident Reviews where required
- Lead technical bridges with a sense of urgency to resolve customer impacting incidents.
- Drive resources to effectively triage and identify the steps to restore services and resolve critical incidents.
- Approve Emergency changes as related to a current incident/service interruption.
- Prepare post incident review documents.
- Lead lessons learned and Root Cause Analysis (RCA) meetings.
- Attend and/or manage problem management review meetings as needed to ensure determination of root cause. Provide information to help identify service improvement activities as part of the Continuous Service Improvement Plan
- Build positive, open, and constructive relationships with key stakeholders and work in partnership to ensure that critical incidents and problems are resolved in a timely manner.
- Support development of a proactive, service-orientated culture within own team, wider CIO Services
Basic Qualifications:
- Bachelor's degree and 4+ years of relevant experience. Additional years of relevant experience will be considered in lieu of Bachelor's degree
- Strong subject matter leadership, customer service and communication skills – both written and oral
- Able to proactively manage customer and key stakeholder expectations.
- Able to work effectively at all levels of the organization.
- Experience working within a pressured environment, often to tight deadline.
- US Citizenship is required for this position.
Preferred Qualifications:
- Familiarity with ServiceNow or similar ticketing system
- Familiar with ITIL practices, including Incident Management, Change Management, Knowledge Management, and Configuration Management.
- Able to proactively manage customer and key stakeholder expectations
- Able to work effectively at all levels of the organization.
- Strong analytical and problem-solving skills
Pay Range:
Pay Range $59,150.00 - $91,000.00 - $122,850.00The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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About Leidos
Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 45,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022. For more information, visit www.Leidos.com.
Pay and Benefits
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.
Securing Your Data
Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at [email protected].
If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.
Commitment to Diversity
All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.
