Incident Management (ND II) (Government)

Job Description:

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government. We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

Our National Security Team supports the Intelligence Community by providing, operating and assuring critical voice, video and collaboration services for the full spectrum of operations.

AT&T has an opening for an Incident Manager - to oversee all aspects of the incident management process, from evaluation to resolution.  An Incident Manager records all issues and helps to design ways to prevent similar problems in the future.  They will manage technical support teams, create procedures to deal with problems and develop solutions.

Description of Job Duties/Responsibilities:

• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to service 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 in order to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a current 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.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications: Candidate must have 10 years of experience that can be a combination of work history and education. (NOTE: This equates to a Doctorate and 3 years, master’s and 4 years, bachelor’s and 6 years, associates and 8 years or HS diploma and 10 years. Additional required qualifications include: Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.

Ready to join our team? Apply today!

Our Incident Management (ND II) (Government) earns between $79,300 - $130,000 yearly. Not to mention all the other amazing rewards that working at AT&T offers. Individual starting salary within this range may depend on geography, experience, expertise, and education/training.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage

• 401(k) plan

• Tuition reimbursement program

• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)

• Paid Parental Leave

• Paid Caregiver Leave

• Additional sick leave beyond what state and local law require may be available but is unprotected · Adoption Reimbursement

• Disability Benefits (short term and long term)

• Life and Accidental Death Insurance

• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

• Employee Assistance Programs (EAP)

• Extensive employee wellness programs

• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

Weekly Hours:

40

Time Type:

Regular

Location:

Chantilly, Virginia

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