Incident and Problem Manager - Guard Enterprise Cyber Operations Support (GECOS)

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GDIT has an opening for an Incident and Problem Manager supporting the Army National Guard (ARNG) in Falls Church and Arlington, VA.

This is an IT Service Management contract in support of the operation, modernization, expansion, and further evolution of the ARNG’s global Information Technology (IT) services including networking, compute, storage, infrastructure, applications, hosting, and program management services.

The GECOS program supports the ARNG enterprise IT infrastructure, its Wide Area Network (WAN), authentication and directory services, cybersecurity, application hosting, and associated services.

GECOS uses ITIL best practices framework as the basis for IT Service Management (ITSM) model.

To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter completing tasks on your own, working together is critical in this role.

You will be interfacing with the client and senior staff. Therefore, you should be articulate in your communications because your opinion matters.

You will need to explain technical intricacies in a way that is easily understood.

The work includes the following :

• Selected candidate will 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 DCO-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 Government and Technology teams for updates during 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 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.
• Manages events / incidents identified by the NOC / SOC team which provides 24 / 7 / 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.
• Ability to provide Major Incident On-Call coverage along with other members on the team.
• 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.

Required Skills / All Required Technologies :

• Experience operating in a DOD IT environment.
• Excellent communication skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong problem-solving skills and attention to detail, with a focus on delivering high-quality results within project timelines and budget constraints.
• Able to communicate technical concepts clearly and professionally to both technical and non-technical parties, including the customer.
• Solid oral and written communications skills.
• Ability to work in a team environment.
• Strong customer service orientation.
• Solid organizational skills, including attention to detail and ability to multi-task.
• 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 candidate to engage with senior military and government leadership.
• 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.
• Solid oral and written communications skills.
• Solid organizational skills, including attention to detail and ability to multi-task.
• Strong teamwork and engagement as a project team member.
• Ability to assimilate information rapidly, motivated to self-study new requirements.
• Maintain current industry knowledge of relevant concepts, practices, and procedures.
• Ability to work under time constraints.
• Adapt to changes in requirements and new projects.
• Maintain and upgrade certifications.

WHAT YOU’LL NEED :

Education / Equivalent Training Required :

High School Diploma, Bachelors degree preferred.

Years of relevant experience :

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

Certification Requirements :

• Will need to obtain the ITIL Foundation v4 within 90 days of hire.
• Preferred : Possess the appropriate baseline certification(s) to achieve DoD .01-M Information Assurance Technical (IAT) Level II (i.

e., Security+ CE, GSEC).

Clearance Requirements :

Must have a minimum of an active Secret clearance at time of interview and candidate must maintain active clearance.

Work Location :

• Fairview Park, Falls Church, VA.
• Three days onsite with up to two days telework. Onboarding / transition in period requires on-site support up to 60 days.

GECOS work schedules are subject to change on direction by mission requirements from GDIT or USG leadership.

Travel :

Less than 10%.

GDIT is Your Place : K with company match

K with company match

Comprehensive health and wellness packages

Internal mobility team dedicated to helping you own your career

Professional growth opportunities including paid education and certifications

Cutting-edge technology you can learn from

Rest and recharge with paid vacation and holidays