Service Desk/ Security Ops Incident Mgr (Hybrid)

Date Posted:

2023-03-21

Country:

United States of America

Location:

FL807: 640 Roberts Ave, Pensacola FL 640 Roberts Avenue Corry Station, Pensacola, FL, 32511 USA

Position Role Type:

Unspecified

Raytheon Intelligence, and Space is hiring a Service Desk (SD) Manager/ Security Operation Center (SOC) Incident Manager to support a large Department of Homeland Security (DHS) cyber security contract.  The SD/SOC Incident Manager will be responsible for creating and implementing integrated communications and be the liaison with corporate IT teams and project stakeholders to communicate and coordinate identification and resolution of problems and incidents.
 
Clearance Requirement:  

• Must be a US Citizen
• Required to have current Top Secret clearance with the ability to obtain a TS/SCI
• Must be able to obtain DHS suitability prior to starting employment.

 
Responsibilities will include:

• Ensure that critical problems/incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customers
• Determine and mobilize the types of resources and levels of competencies needed for initial triage
• Coordinate resources and activities during outages and customer affecting events through restoration of service
• Explain complex situations to technical and non-technical audiences
• Works with Development Operations (DevOps) and Agile Release Trains (ARTs) to perform incident root cause analysis
• Assist in developing, and documenting actions to assure problem resolution or to implement corrective/preventive action and document resolution
• Proactively ensures the highest levels of systems and infrastructure availability
• Perform daily system monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs
• Define KPI and metrics for business processes and methods for measuring and monitoring
• Collate feedback on process performance
• Measure and monitor the effectiveness of processes to ensure consistent value delivery
• Monitors and tests application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes
   

Required Skills:

• Log and packet-level tool experience
• Network attack techniques
• Operating system platforms (e.g. Linux, Microsoft Windows)
• Network intrusion analysis and incident response
• Utilize problem identification techniques to identify cause of failure
• Explain complex situations to technical and non-technical audiences
• Experience communicating and reporting to Senior Leadership
• Deep-seated experience with desktop and server operating systems.
• Hands on experience with ITIL/ITSM processes
• Knowledge and understanding of network equipment, servers and applications
• Experience with network/application monitoring systems (i.e. EM7, Sitescope, XMatters, Monolith, HP Open View, Service Now)
• Excellent organizational and time management skills with the ability to multi-task
• Strong analytical skills to identify trending issue
• Excellent written and verbal communication skills under time pressure with constraint

 
Desired Certifications:

• Microsoft MCSA, MCSE, or MCITP certifications recommended.
• CCNA certification recommended.

 
Education and Experience:
Bachelor’s degree and eight (8) years of relevant experience or a Master’s degree and six (6) years of relevant experience.
 

NOT Relocation Eligible - Relocation assistance not available 

Employee Referral Award Eligibility: Only employees currently within RMD and RI&S have the potential to receive a Referral Award for submitting a referral to RMD and RI&S roles.  ALL eligibility requirements must be met to receive the Referral Awarding.
#RISCyber 
 

Raytheon Technologies is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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