Network Incident Management Quality Assurance Lead

Network Incident Management Quality Assurance Lead

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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The Opportunity:  We are seeking an experienced and detail-oriented ITIL Network Incident Management Quality Assurance Lead to ensure the highest standards of quality in our IT network incident management processes. The ideal candidate will develop and implement quality assurance processes aligned with ITIL best practices, focusing on the effective handling and resolution of IT incidents to minimize service disruptions and maintain optimal IT service delivery.

Responsibilities:

• Manages and mentors the network incident management QA team 
• Identifies and tracks program risks and action items to closure, and assess risk and cost of changes  
• Establishes and maintains a close working relationship with other areas, service providers, customers, and technical staff   
• Delivers briefings and training as required to leadership, individuals or teams across the program to ensure common understanding to meet objectives  
• Ensures senior management are always informed of appropriate activities and issues (early and frequently)   
• Ensures compliance with process-specific standards and policies, and stays abreast of process changes 
• Develop and utilize ServiceNow dashboards, tools, and techniques to report the status of the process as needed  
• Support measurement and reporting for weekly and monthly meetings and as required 
• Identify areas for improvement in practices and recommend solutions  
• Manages end-to-end projects that follow procedures, work instructions, and templates to support process execution  
• Develops and maintains relevant and appropriate project management documentation and artifacts (i.e. project schedules, briefings, reports, etc.)  
• Leads efforts ensuring high performance and quality are consistent  
• Develop and maintain customer required and identify and recommend changes or additions to quality metrics and KPIs 
• Establish goals and objectives for the team(s), running day-to-day operations for the assigned projects 
• Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved  
• Monitor and analyze incident metric data to identify trends and potential issues 
• Collaborate with network operations, engineering, and support teams to implement improvements 
• Develop and implement quality assurance strategies and processes for capacity management initiatives 
• Create and present regular reports on network availability and quality metrics to stakeholder

Qualifications:

• TS/SCI with poly required 
• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 
• 10+ years of experience in network operations, quality assurance, or related roles  
• Good working knowledge of the Service Management workflows and ITSM processes  
• ITIL V3 or 4 certification and training  
• Experience with Network Incident Management processes and practices 
• Hands-on experience with incident management tools (e.g., ServiceNow, Remedy).
• Strong understanding of network technologies and capacity management principles 
• Proficiency in QA methodologies, tools, and best practices 
• Excellent analytical and problem-solving skills 
• Strong communication and interpersonal skills 
• Ability to work in a fast-paced, dynamic environment 
• Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN) 
• Experience with network monitoring and performance management tools 

Desired:  

• Experience in a leadership or mentoring role 
• Advanced ITIL certifications or training 

 

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What You Can Expect:

 

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.