Description
At Leidos, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable practices. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business. Employees enjoy career enrichment opportunities available through mobility and development and experience rewarding relationships with supportive supervisors and talented colleagues and customers. Your most important work is ahead.

SUCCESSFUL CANDIDATES MUST POSSESS THE FOLLOWING SKILLS:

• Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2.
• Possess strong communications skills, to include written and interpersonal skills.
• Ability to work autonomously with little to no supervision.
• Demonstrated experience with Incident, Problem, and Change Management processes in accordance with ITIL best practices.
• Hands-on experience using IT Service Management (ITSM) tools (e.g., ServiceNow, Remedy, or equivalent) for incident tracking and resolution.
• Ability to manage Major Incident bridges and effectively coordinate across multiple technical and business teams under pressure.
• Strong analytical and problem-solving skills with the ability to identify root causes and recommend long-term solutions.
• Proven ability to generate and interpret incident trend analysis reports and recommend proactive measures.
• Familiarity with network infrastructure, system administration, and enterprise IT environments to quickly understand and triage technical issues.

EDUCATION

• The candidate must have 10 years of experience that can be a combination of work history and education. This equates to a bachelor’s degree and 6 years, an associates and 8 years or HS and 10 years.

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to network services identified during proactive and trending analysis of the IT systems and infrastructure.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
• Facilitating and coordinating technical meetings.
• Facilitating postmortem investigations into high impact results.
• Providing governance for root cause analysis between technical teams.
• Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
• Create and submit knowledge articles.
• Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a status at agreed intervals.
• Document troubleshooting steps and service restoration details.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Verify resolution with users and resolve Incidents in ITSM tool.
• Escalate Major Incidents to the appropriate T2/3 Support Groups.
• Point of contact for all Major Incidents.
• Owns all Incidents throughout the lifecycle.
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Verify resolution with users and resolve Incidents in ITSM tool
• Escalate Major Incidents to the appropriate T2/3 Support Groups.
• Point of contact for all Major Incidents.
• Owns all Incidents throughout the lifecycle.