SPOC Major Incident Lead

GovCIO is currently hiring for a SPOC Major Incident Lead for our newly awarded TSA Focus contract.

Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations. Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support.  Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates. Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified. Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management. Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review.

This is a fully remote position

Responsibilities

• Provides expert oversight and resolution for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations
• Uses advanced skills at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support
• Coordinates, orchestrates, and manages major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates
• Monitors Automated Call Distribution (ACD), incidents, service requests, and queues to immediately identify critical/high-priority incidents, ensuring all related records are accurately identified
• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management
• Quickly adapts to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review

HS Dipoam with 9+ years (or commensurate experience) 

• 8 years of experience serving as a senior service desk analyst in a large 24x7 service desk operation
• Possesses expert oversight and resolution skills for complex IT incidents, ensuring rapid service restoration and minimal impact on business operations
• Skilled at troubleshooting operating systems and Commercial-Off-The-Shelf (COTS) software issues, managing and maintaining Service Desk Knowledge Base (KB) articles for optimal support, and providing advanced remote desktop support
• Displays solid interpersonal skills and accepts warm transfers from Tier 1 agents, aiming to meet first call/contact resolution, and perform remote support for application or operating system errors
• Adept at orchestrating major incident management processes, developing coordination procedures for efficient hand-offs between staff, and ensuring critical and high-priority incidents are communicated to appropriate Government points of contact with timely updates
• Skilled at updating documentation for outages, ensuring pertinent information is recorded in After Action Reports (AARs), and performing weekly/monthly trend analysis for recurring incidents to escalate to Problem Management
• Ability to quickly adapt to a variety of nonstandard problems requiring extensive intervention, devising courses of action and operating with appreciable latitude in determining how to accomplish tasks, with work typically submitted to users without supervisory review
• Possesses strong analytical and decision-making skills, with excellent communication for crisis management and team coordination

              Clearance Required : US citizenship is required to attain and maintain a DHS/TSA clearance

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