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Incident & Problem Manager
Ref No.: 19-00467
Location: Washington, District of Columbia
Position Type:Contingent
Experience Level: 10 Years
Start Date: 09/20/2019
Job Req -Additional Info
Shift Work?:No
Work Schedule:TBD
Clearance Requirement:Secret Clearance
Incident & Problem (I&P)Manager
The Incident & Problem Manager shall be responsible for managing incident, service request and problem services and underlying processes and interfacing with other process/service owners/managers in CCS and IRM. The I&P Manager is responsible for improving incident and service request fulfillment response as well as enhancing problem analysis to reduce customer downtime/inconvenience. If the Enterprise Problem or Incident task is executed, then the roles and responsibilities will change.
It is required that the Incident & Problem Manager have the experience, qualifications and certifications listed below:
  • Experience managing incident, request fulfillment and problem services anddelivering process improvements in managed services similar to the requirements in theRFQ.
  • ITIL Intermediate Level Certified. Please state relatedexam(s).
  • Relevant Microsoft Certified Solutions Expert (MCSE) certification. Please staterelated certification.
It is desirable that the Incident & Problem Manager has the following experience, qualifications and certifications:
  • Experience managing incident, request fulfillment and problem services and delivering process improvements in managed services similar to the requirements in the RFQ ona FederalTO/contract.
  • ITIL Expert Level Certified. Please state relatedexam(s).
  • Certified Change Management Professional(CCMP).
  • A relevant educationaldegree.