Incident Manager - Sitec

** AWARD PENDING **

Titan Technologies, LLC (Titan) is seeking an experienced, self-directed, Incident Manager to support the Special Operations Forces Information Technology Enterprise Contract (SITEC) III contract. As a member of our team, you will help to assist USSOCOM, Service Component Commands, Theater Special Operations Commands (TSOC), and deployed forces in the delivery of a full spectrum of Information Technology (IT) services to operate and maintain information flow, communications, and connectivity globally.

The Incident Managers require extensive experience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures a quickly and effectively as possible. Incident managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution, the Incident Manager works with their team to establish procedures to prevent future incidents.

Duties include but are not limited to:

• Setting up information technology (IT) support systems so end users can utilize systems with minimal issues.
• Monitoring the effectiveness of the incident management process and making recommendations for improvement.
• Developing and implementing the incident management process.
• Analyzing incident trends and recommending corrective actions, as necessary
• Engaging and coordinating technical resources across IT support teams
• Ensuring that the incident management process is followed
• Performing notifications and escalations within prescribed service level agreements (SLAs)
• Ensuring incident reports include adequate notes for later review and analysis
• Ensuring follow-up change tickets are submitted and scheduled as appropriate
• Providing input to problem management teams during root cause investigations

Required qualifications:

• TS/SCI clearance 
• Associate’s Degree from an accredited college, although a Bachelor’s Degree from an accredited college or university in Information Systems, Computer Science, Engineering, a Mathematics intensive discipline, or a similar field is preferred.
• Three to five years of experience in IT Operations support
• Three to five years of hands-on experience in support of two or more of the following technical areas: Windows Servers Systems, Unix Systems, Networking, Storage, Citrix, server virtualization, Voice over Internet Protocol (VOIP), Database Administration (DBA) (e.g., Oracle, Microsoft Structured Query Language (SQL) Server), application software support, network, and application monitoring
• Ability to follow procedures under stressful conditions
• Written and Oral Communications Skills
• ITIL v4 Foundations

Company Description:

Titan Technologies, LLC and our wholly owned subsidiaries, TelaForce, LLC and Titan Facilities, Inc., design, build, integrate, and manage innovative solutions and software applications. Our remarkable people, working collaboratively under a shared vision, have earned a reputation with our customers for delivering results with maximum impact. Sound intriguing? Consider Titan Technologies for the next step in your career journey and be part of an impactful team!

Titan is proud to be a Service Disabled Veteran Owned Business