NOC/SOC Incident and Problem Manager

The Incident and Problem Manager is responsible for overseeing the end-to-end management of IT incidents and problems to ensure timely resolution, minimize business disruption, and prevent recurrence. This role serves as the central point of coordination between technical teams, service desk staff, and business stakeholders, driving effective communication and root cause analysis. The manager ensures adherence to ITIL best practices, develops and enforces processes for incident escalation and problem management, and provides reporting and trend analysis to improve service reliability and operational performance.

MEANINGFUL WORK AND PERSONAL IMPACT

• Support incident and problem management practices while conducting Major Incident handling responses for the DoDIN-A(NG) and DoDIN-A(NG)-S networks and associated computing services throughout the service life cycle.

• Providing Incident and Problem Management support to the RCC-ARNG and CSSP-ARNG enterprise network and cyber operations supporting 54 states and territories to ensure flexible and responsive operation and defense of the network.
• Provide single point of contact between the Government and Technology teams for updates during Critical and Major Incidents.
• Responsible for the processes that fall in the NOC/SOC functional area such as Event Management, Problem Management, Access Management, and Request Fulfillment.
• Serves as the focal point for cyber and network incidents and work with technology teams to ensure Queue Management processes and Service Level Agreements (SLAs) are being met.
• Creates, updates, and manages communications plans to include but not limited to the incident management plan, major incident management plan, cybersecurity response plan.
• Manage events/incidents identified by the NOC/SOC team which provides 24/7/365 active monitoring of network, systems, and cyber capabilities.
• Ability to make vital decisions, answer inquiries, and develop positive relationships.
• Coordinates with Cybersecurity Manager and Enterprise Operations Manager, and regarding coordination and collaboration of teams’ activities to support incidents.
• Create and/or support development of After-Action Reports (AAR)s
• Assist in leading and supporting daily briefs and meetings.
• Monitor and coordinate the response to Critical, High and Medium priority incident tickets on a daily ongoing basis to ensure proper incident handling in compliance with established program SLA.
• Calculate and report monthly Service Level Objectives (SLOs) for Incident Management and other SLOs as required.
• Collaborate with all teams to ensure incident tickets are addressed and are updated/resolved in a timely manner.

WHAT YOU’LL NEED TO SUCCEED:

Education/Equivalent Training Required:

• Bachelor’s degree.

Experience:

• 3+ years of overall demonstrated experience in related technical field.

Technical Skills:

• Experience operating in a DOD IT environment.
• Ability to provide Major Incident On-Call coverage along with other members on the team.

• Serve as a liaison between cybersecurity teams, program leadership, enterprise IT operations, and the Government customer.
• Participate in program reviews, customer briefings, and internal status meetings.

• Excellent problem solving, analytical, and decision-making capabilities, including understanding user requirements, troubleshooting technical issues, successfully resolving issues and challenges, and developing creative solutions for process improvement.
• Dependability, in that the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve.
• Must have customer service experience as this position will require candidates to engage with senior military and government leadership. 
• You must be able to present your ideas clearly through briefings, meetings, and interaction with leadership of different skill sets.
• Must be able to provide training sessions as required.
• Must be able to engage with stakeholders to ensure tasks are progressing and meeting timelines.
• Excellent communication, documentation, organizational and collaborative skills.

Certification Requirements:

• Possess and maintain the appropriate baseline certification(s) to achieve DoD 8570.01-M Information Assurance Technical (IAT) Level II (i.e., Security+ CE, GSEC) at time of interview.
• Will need to obtain the ITIL Foundation v4 within 90 days of hire.

Clearance Requirements:

• Active Secret clearance.

Work Location:

• Fairview Park, Falls Church, VA. 
• Full time onsite. GECOS work schedules are subject to change direction by mission requirements from GDIT or USG leadership.  

Travel:

• Less than 10%.

GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
Growth: AI-powered career tool that identifies career steps and learning opportunities
Support: An internal mobility team focused on helping you achieve your career goals
Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY
Explore a career in program management at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your passion for the mission and delivering results.

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